Workforce Optimization Featured Article

NICE Now Offering Interaction Analytics as a Hosted Service

June 17, 2009

By Stefania Viscusi,
Assignment Desk Editor

Hosted solutions are increasing popular today for their ability to extend cost-savings to companies, among other advantages, such as scalability and convenience.
NICE Systems is now extending those benefits to customers by offering their so-called "Interaction Analytics" solution as both an on-premise and hosted service.

Offering enterprises and mid-size businesses a solution for improving customer satisfaction and driving strategic initiatives, NICE’s Interactive Analytics packaged businesses solutions include First Call Resolution Optimization, Average Handle Time Reductions, Churn Reduction, Collections Optimization and an Improving Customer Satisfaction solution.

In addition to the on-premise solution, the new managed, hosted service allows NICE customers to gain access to the advanced capabilities without the cost of maintaining an on-premise solution and with the added advantages of quick return on investment and a low total cost of ownership.

This move by NICE, to offer the solution as a hosted service, is designed to help companies continue to improve their customer interactions and retention rates while meeting regulatory requirements and reducing operational costs.

In today’s sour economy, the pressure to reduce operational costs has emerged as a focus. In the contact center space, that need is complicated by the need to strengthen customer relationships.

“Implementing a customer insight strategy that includes an interaction analytics capability can be an important differentiator for organizations focusing on the customer experience and associated goals like satisfaction and retention. The ability for these solutions to be available as either an on-premise, hosted, or managed service deployment provides important flexibility for organizations with either budgetary or resource constraints,” said Jim Davies, research director at analyst firm Gartner (News - Alert) Inc.

The secure solution can be accessed by contact center supervisors and other users so they can perform functions like root cause analysis, uncover potential problems and discover possible resolutions.

“This new offering is especially tailored to the needs of mid-size organizations that are seeking the benefits of enterprise-grade speech analysis, among other analytics capabilities, without having to carry the full burden of capital expenditure and maintenance cost,” said Barak Eilam, President, Interaction Business Applications, at NICE.
For more, check out the Workforce Optimization channel on TMCnet.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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