NICE Systems Debuts NICE Sales Effectiveness Business Solution

NICE Systems, a provider of Insight from Interactions solutions and value-added services, has stated that its newly unveiled NICE Sales Effectiveness Business Solution is designed to help companies optimize their customer dynamics and maximize the sales potential of their contact centers.

By deploying the new solution, companies can realize real-time delivery of personalized sales offers; and chart out new methods to handle customer objections effectively. They will also get to experience higher service-to-sales conversion rates.

NICE has claimed that the new sales effectiveness solution combines interaction analytics technologies such as speech analytics, cross channel analytics, desktop analytics and text mining to analyze the sales attempt and success rate of an organization. Using this analysis companies can optimize their sales attempts in real-time, offering their agents effective sales scripts, objection handling techniques, and customized offerings that best fit the customer.

Michael Maoz, research vice president of analyst and advisory firm Gartner (News - Alert), has commented that businesses have been attempting to evolve their contacts center from cost centers to revenue centers for over 15 years, largely without success. To earn the trust of the customer, the customer service agent needs the tools to leverage insights about customer intent. They require real-time inputs on what customers want and the agents have to know how they should communicate with the customer.

The key enabling technologies to structure a contact center that can serve as the core of the organization’s relationship with its most valuable asset – its customers, are real time analytics, process design tools, and contextual knowledge systems.

Udi Ziv (News - Alert), president of the NICE Enterprise Product Group has stated that they are very excited about their new NICE Sales Effectiveness Business Solution, which introduces a paradigm shift in how contact centers can benefit from a significant impact on sales success and drive revenue increase in organizations. They have already received very positive feedback from customers and prospects, as this is the first time that companies can apply customer related insights and predictive sales models – in real time – enabling them to realize sales opportunities that may exist in customer interactions.