With NICE Systems’ (News - Alert) solutions, organizations of all sizes and from all industries can improve business performance, increase operational efficiency, prevent financial crime, ensure compliance and enhance safety and security. It serves more than 25,000 organizations in the enterprise and security sectors that represent more than 80 of the Fortune 100 companies. So, it’s no surprise that the workforce optimization provider was recognized with two industry awards for its technology innovation and excellence.
CUSTOMER magazine recognized NICE’s technology innovation and excellence and awarded the company the 2013 Speech Technology Excellence Award for its Interaction Analytics solution, and the 2013 TMC (News - Alert) Labs Innovation Award for its Customer Engagement Analytics.
NICE Interaction Analytics is a cross-channel platform that uses patented algorithms to analyze speech, call flow, Web interactions, social media, e-mail and online chat conversations, customer surveys and agents’ desktop activity to obtain a unified view of the customer interactions taking place and uncover hidden insights within them.
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The Customer Engagement Analytics platform utilizes interaction analytics, predictive analytics, repeat contact sequencing, contact reasoning and customer journey mapping to help businesses understand the customer journey. Not only can users understand the customer journey across multiple channels and touchpoints, but the platform also provides them with business insights that support fact-based decisions, reliable metrics and positively impacts them with business objectives.
“Receiving these awards reaffirms the value of our Big Data analytics technologies to help improve customer experience,” said Yochai Rozenblat, president of the NICE Enterprise Group, in a statement. “Customers’ interactions with their service providers are part of an increasingly complex journey. NICE helps companies get closer to their customers to provide exceptional customer experience by mapping and shaping the customer journey with actionable insight into customer interactions across multiple channels.”
Earlier this year, NICE received the 2013 Temkin Group Customer Experience Vendor Excellence Award for providing products and service that help organizations become more customer-centric. Temkin Group is a customer experience research and consulting firm and grants this award based on evaluation of vendors’ capabilities to help companies improve the customer experience, business results and client references.
By integrating real-time speech analytics with their organizations’ performances, businesses will be able to address strategic business issues with everything from improving customer loyalty and enhancing contact center efficiency to increasing revenues from inbound calls. Cross-channel analytics help target specific business challenges, including first contact resolution, handle time optimization, customer churn reduction, collections effectiveness, customer satisfaction, service-to-sales and voice of the customer.
“NICE solutions that help improve customer experience are truly innovative and represent a significant advancement in customer-related technologies,” said Rich Tehrani (News - Alert), CEO, TMC. “We’re pleased this year to recognize NICE’s outstanding achievements with two TMC awards.”
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