NICE Systems Wins 2014 North America Customer Value Leadership Award

Global analyst and consultancy firm Frost & Sullivan recently recognized NICE Systems (News - Alert) with the 2014 North America Customer Value Leadership Award for Customer Contact Center Big Data Applications.

NICE has the ability to help organizations deliver an exceptional customer experience across channels by leveraging its Big Data analytics solutions. Impressed by this particular feature, Frost & Sullivan (News - Alert) finalized NICE as the winner of this prestigious award.

In a press statement, Nancy Jamison, principal analyst, Customer Contact, Frost & Sullivan, said, "NICE has systematically built a full spectrum of analytics capabilities that can enable organizations to effectively marry the twin goals of reducing costs and improving the customer experience."

Officials said that NICE’s analytics tools help organizations to increase customer and employee engagement, sequence events in order to understand and visualize the individual customer journeys and use real-time decisioning to determine the next best action.

Furthermore, these capabilities not only address concerns in the contact center, but also in the back-office, throughout branch locations, and across other channels like retail, mobile, and self-service.

"Customers are engaging with their service providers via more channels than ever, and this makes it even more challenging for companies to exceed the growing demands and expectations of their customers," said Yochai Rozenblat, president of the NICE Enterprise Group. "NICE is dedicated to helping organizations gain visibility into the entire customer journey, understand the unique needs of consumers, and engage its frontline employees in order to get closer to their customers. This will enable organizations to deliver an exceptional customer experience and drive revenue growth."

In February, TMCnet reported that Western Union (News - Alert) Company has selected NICE Systems’ Customer Interaction Management solutions in search of a superior customer experience.