Workforce Optimization Featured Article

NICE SmartCenter's Interaction Analytics Solution Wins another Award

February 07, 2008

By Patrick Barnard,
Group Managing Editor, TMCnet

NICE SmartCenter’s Interaction Analytics solution has been selected as the Speech Analytics Product of the Year in TechTarget’s’s “2007 Products of the Year” awards.

Selected from 50 products in eight categories, the solution was noted as the “clear winner for its innovation and value to customers, as well for going beyond speech analytics and being the most complete product.” A panel of editors and industry experts selected the NICE analytics solution based on its innovation, performance, functionality and value. This was the second year in a row that NICE was selected for the award.

Speech analytics is seeing rapid adoption in the call center industry and in other customer-facing operations where customers interact with company representatives over the phone. These solutions are used for “mining” large volumes of recorded call data to uncover “trends” in the interactions. Thanks to the continuous improvement of the algorithms used to interpret speech, coupled with today’s faster processor speeds, these solutions are capable of much more than simple word- or phrase-spotting, and can actually detect the emotional state of the caller and/or the agent during key junctures during an interaction. Through this “emotion detection,” organizations can gain insights into customer and agent behavior – insights which can then be used to drive key business decisions. On the agent side, these solutions can be used to uncover agent performance problems -- information which in turn can be used to formulate targeted training or coaching for agents to address specific performance problems. In addition, these solutions typically include another component for capturing actions taking place on the agent’s desktop, which in turn can be analyzed in order to improve agent performance and customer service.

“It is an honor for NICE that our solution has been named Product of the Year in the Speech Analytics category,” said Barak Eilam, VP and General Manager, Interaction Analytics at NICE, in a press release. “Having been selected as the industry’s best reflects the great business value of NICE’s interaction analytics in delivering proven business solutions. NICE’s solution platform offers a multi-dimensional approach to analytics, which is complemented by the extensive domain expertise of our team, delivering solutions that are tightly aligned with business objectives and processes.”

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