NICE Customer Engagement Analytics Platform Provides Insight into the Customer Journey

The customer interaction is a critical moment for companies, but it doesn’t mean much if you don’t have the tools to analyze and learn from it. NICE Systems (News - Alert), a provider of workforce optimization and customer management solutions, recently introduced its Customer Engagement Analytics platform, a big data platform that combines interaction and transaction analytics to offer insights into the complete customer journey. This is the first platform in the industry to combine interaction analytics and transaction analytics.

The customer journey can start and end anywhere. With the number of touchpoints available today to customers, including e-mail, websites, social media, voice and chat, organizations have to be prepared to deliver great customer experience at every one of them. The key to this platform is not just tracking the customer journey, but also analyzing it to be able to make the experience better.

 “The complexity of the relationship between consumers and enterprises continues to increase due to the endless amount of customer engagement data. But underneath all this data lies a wealth of information from which great business value can be realized,” said Keith Dawson (News - Alert), principal analyst at Ovum, in a statement. “The challenge in uncovering the value is twofold. First, all of this data must be captured, connected, and analyzed across touch points. Then, using the insights generated from this analysis, the organization must make this information actionable.”

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.

“Every customer journey provides a wealth of information about the individual and the service organization that can be harnessed for better business results,” said Yochai Rozenblat, president of the NICE Customer Interactions Group. “Our big data analytics platform provides organizations with the right tools and technologies to help them improve business performance. By delivering insights from the vast amount of data collected across interactions and transactions, our platform empowers organizations to better understand customers and their needs and to operationalize these insights in order to provide an exceptional customer experience.”

The first solution to be launched on the platform is Call Volume Reduction, which is a three-step approach that helps organizations reduce call volume and lower operational costs by resolving customer needs in one contact, predicting and preventing follow-up calls and enabling customers to effectively solve their issues using self-service tools.