The way customers and companies communicate today has completely changed from just a few years ago. As a customer, you want to reach companies through any medium of choice; e-mail, phone, live chat, text message or social media. As a company, you have to be prepared to offer the optimum customer experience through any of these channels.
These new channels provide customers the flexibility of communicating in the most convenient way, while enabling companies to improve operational efficiency. Consequently, as call centers evolve into contact centers, those that focus on a high-quality customer experience need to be able to analyze interactions across all channels, no matter what media. Cross-channel analytics from NICE Systems (News - Alert), a provider of workforce optimization solutions, can help.
NICE recently received the 2012 Ventana Research Technology Innovation Award for operational innovation in the contact center. Ventana Research opens a window into the business and IT technology markets, and its leadership and technology innovation awards recognize and promote individuals and organizations that have contributed to advancing the use of technology in their organizations bringing together people, process, information and technology to achieve the best potential outcomes. The Technology Innovation Awards showcase what technology vendors have done to advance the computing potential of their applications and technology so that it can be used to drive better efficiency and productivity as well as the outcomes and performance of an organization.
NICE was recognized for its Cross-Channel Interaction Analytics solution, a visionary and transformative technology that advances contact center operations and promotes overall business effectiveness. Cross-channel analytics is a key capability of NICE Interaction Analytics. It enables contact centers to mine the insights from all customer interactions to develop a holistic view of customer experience. No matter what the medium, you can measure and improve customer satisfaction across all touch-points with cross-channel analytics.
“I congratulate NICE for its win in the category of operational innovation in the contact center,” said Mark Smith, CEO and chief research officer, Ventana Research, in a statement. “NICE’s solutions for the contact center stands out with their analytics technology, which has helped many businesses streamline their operations by engaging in more effective customer interactions across channels.”
Included in the cross-channel analytics solution is speech analytics, text analytics, desktop analytics, contact analytics, Web interaction analytics, call flow analytics and customer feedback analytics, all helping to improve customer satisfaction, increase operational efficiency and optimize marketing and sales effectiveness. Using the insights from customer interactions gathered across all touch-points, cross-channel analytics provides a unified view of customer experience.
“Customer interactions are becoming increasingly complex to manage, as customers today have more choices across more channels. In this environment, businesses must have the necessary tools to address customer needs and provide excellent service before these customers even reach the contact center,” said Yochai Rozenblat, president of the NICE Enterprise Group. “Our interaction analytics technology is impressive, but also practical. It helps businesses effectively manage customer interactions in order to reduce call volume and improve business operations.”
This isn’t the first time NICE has been recognized for its excellence in improving the customer experience across different channels. Earlier this year, it received two Multi-Channel Customer Service Excellence awards in the product of the year category for its interaction recording and workforce management solutions.
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