March 05, 2010

 

NICE Systems, which had another breaking announcement this week, has been increasingly dominant in the workforce optimization and security fields.

The company, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, also announced the addition of real-time analytics with its NICE SmartCenter suite of business solutions. The new NICE Real-time Guidance is available with the latest release of NICE SmartCenter, company officials said.

The company helps enterprises and security organizations to extract insight from interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety.

Additionally, the new NICE Real-time Guidance provides next best action recommendations to the agent in real time during a phone or chat interaction with a customer, company officials said. With this, the company helps enterprises enhance the customer experience, maximize sales, reduce churn and ensure compliance with policies and regulations.  

Real-time Guidance leverages NICE's cross-channel analytics capabilities. In a related announcement, NICE unveiled a new systematic approach for optimizing Customer Dynamics to generate maximum business value from customer interactions.

With the real-time analytics, the enhanced NICE SmartCenter suite enables companies to optimize Customer Dynamics, the complex, ongoing interchange between companies and customers, company officials added. It captures customer intent, applies cross-channel analytics to uncover insights and turns insights into impact. 

Insights garnered through contact center processes and solutions can be applied to impact customer interactions as they occur, and ultimately, a company's business performance, according to NICE officials.  

This is accomplished by triggering and presenting to the agent, in real time, context-sensitive recommendations and information that may be required according to business rules, empowering agents to take the right actions at the right time during an interaction with a customer.

“More and more companies around the world are leveraging our analytics-based offering as they move away from siloed to enterprise-wide deployments to extract business value from interactions,” said Udi Ziv (News - Alert), president, Enterprise Group, NICE. “This introduction of the all-important real-time capability, positions the NICE suite as far-and-away the industry-leading solution to help companies optimize Customer Dynamics.”

“Real-time Guidance is unique in enabling organizations to create a positive impact during the moment of contact with the customer, when it matters most,” Ziv added.

With this solution, the company is closing the loop on key business improvement processes to help their customers harness their Customer Dynamics, to differentiate themselves, and expand their business with top-line and bottom-line improvements, Ziv concluded.  

In February, NICE announced that Cincinnati Bell (News - Alert) has selected their Customer Churn Reduction solution, which the company developed in association with AnswerOn, a company that sells customer retention, acquisition and loyalty products to telecommunications service providers.