RA'ANANA, Israel, May 2, 2012 /PRNewswire/ --
The comprehensive offering, enhanced
by recent Fizzback and Merced acquisitions, is based upon NICE's
unique real-time capabilities, enabling enterprises to shape
interactions as they occur and impact every stage of the
interaction lifecycle for outstanding business value
NICE (NASDAQ: NICE), announced today that it has
introduced an integrated Customer Interaction Management offering,
which enhances its current offering with the integration of
capabilities from the recent acquisitions of Fizzback and Merced.
Focusing on shaping interactions as they occur, this offering has a
unique approach to impact every stage of the interaction lifecycle,
helping the organization to be well prepared for the interaction
and driving continuous improvement across the enterprise after the
interaction.
This comprehensive offering integrates real-time analytics and
guidance solutions with complete Voice of the Customer (VoC) and
leading workforce optimization (WFO) solutions to provide an
enhanced customer experience, greater operational efficiency,
increased revenue growth and improved compliance.
With its real-time capabilities, the offering is designed to
maximize the value enterprises generate from customer interactions
that occur across touch points, including the contact center, web,
mobile, back office, branch and retail. NICE customers can deploy
the solution on premise or as a Service, leveraging NICE's
experience in dozens of such SaaS deployments across the globe.
Gartner research director, Jim
Davies, said, "Fulfilling the needs of the modern day
customer requires from organizations a comprehensive view of the
customer across all interaction channels and the ability to
leverage that information as the interaction takes place. The
ability to combine the insights from VoC and workforce performance,
and to enable all customer-facing employees to apply them in real
time, becomes a key differentiating factor for service
organizations."
Impact During the Interaction
Leveraging real-time capabilities, NICE solutions, including
analytics, decisioning, guidance and process automation, shape
interactions as they occur. In real time, enterprises can analyze
the interaction and apply decisioning based on the understanding of
the context of the interaction, as well as customer intelligence,
workforce performance data, and other data from enterprise systems,
some of which are available prior to the interaction. The solution
then helps to ensure that the next-best-action is taken while
driving the execution in the most efficient way.
One benefit for an organization is that it can increase revenues
by identifying and acting upon sales opportunities during inbound
interactions. It uses real-time analytics to understand the context
of the call and guide the agent with best practices to provide
outstanding service, and assist the agent to make the transition
from service to sales by matching the right offer to the agent's
sales skills and the customer's specific interests.
Preparing for the Interaction
NICE solutions help businesses prepare their workforce to be
best positioned to correctly handle each interaction. This begins
by having a total and true view of the performance of each
employee, derived from analytical and VoC data gathered from
previous interactions. With this view, tailored coaching and
training can be more effectively implemented. Scheduling can be
done automatically taking into consideration predicted interaction
volumes, employee skill sets and employee performance.
Driving Improvement for Future
Interactions
Upon the conclusion of an interaction, NICE immediately collects
the voice of the customer via its direct feedback solution and
combines it with data gathered during the interaction. This data is
used as a catalyst to take immediate, corrective actions, as well
as to drive continuous improvement across the enterprise for better
performance during future interactions. These efforts are
subsequently validated by a closed loop evaluation to ensure
effectiveness.
"The interaction is the decisive moment of customer service, and
our enhanced offering is built for that moment by impacting every
stage of the interaction lifecycle," said Udi Ziv, President of the NICE Enterprise Group.
"Our solutions are geared to enable an organization to shape
customer interactions in real time. This unique approach stands out
for the ability to leverage big data and maximize value for
enterprises in key business drivers such as customer satisfaction,
operational efficiency, compliance and revenue."
About NICE
NICE (NASDAQ: NICE) is the worldwide leader of intent-based
solutions that capture and analyze interactions and transactions,
realize intent, and extract and leverage insights to deliver impact
in real time. Driven by cross-channel and multi-sensor analytics,
NICE solutions enable organizations to improve business
performance, increase operational efficiency, prevent financial
crime, ensure compliance, and enhance safety and security. NICE
serves over 25,000 organizations in the enterprise and security
sectors, representing a variety of sizes and industries in more
than 150 countries, and including over 80 of the Fortune 100
companies. http://www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Systems. All other marks
are trademarks of their respective owners. For a full list of
NICE Systems' marks, please see:
http://www.nice.com/nice-trademarks.
Forward-Looking
Statements
This press release contains forward-looking statements as
that term is defined in the Private Securities Litigation Reform
Act of 1995. Such forward-looking statements, including the
statements by Messer Ziv, are based
on the current expectations of the management of NICE-Systems Ltd.
(the Company) only, and are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company's customer base (particularly financial
services firms) and the resulting uncertainties; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; pressure on
pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the Securities and Exchange Commission, including
the Company's Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made
as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by
law.
Corporate Media Contact
Erik Snider, +1-877-245-7448,
erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635,
ir@nice.com, ET
Anat Earon-Heilborn +972-9-775-3798,
ir@nice.com, CET
SOURCE NICE Systems Ltd.