Workforce Optimization Featured Article

Analyzing cross-channel interactions is quickly becoming a major business tool for companies that have contact centers. Cross interactions offer a wealth of information about customers’ likes and dislikes, their expectations from the company, and various other pieces of data that prove decisive for a company’s business.

Since companies interact with customers through various channels – phone, e-mail, messages, etc. – cross channel interaction analysis requires help from specialists.

One such specialist is NICE Systems, which offers Cross-Channel Interaction Analytics solutions to its customers. Recently, the company was recognized with a 2012 Ventana Research Technology Innovation Award for operational innovation in the contact center.

NICE Interaction Analytics allows companies to understand and analyze customer communications and use that analysis to its advantage.

In analyzing customer interactions, this solution makes use of technologies such as text analytics, speech analytics, call flow analytics, Web interaction analytics and desktop analytics.

It provides valuable insights into customer behavior by providing systematic access to records such as e-mails, phone interactions and online chat sessions.

“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 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.”

Recently, the company partnered with Natterbox to allow users to access records of their landline and mobile calls from a centralized location. This new partnership will also make it easier for the companies to comply with Financial Services Authority (FSA) regulations.

Natterbox partnered with NICE Trading Recording to store calls on its premises.

Looking to grow your channel opportunities? Then be sure to attend Channel Vision Expo (CVx), collocated with ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at Channel Vision Expo. Follow us on Twitter.