RA'ANANA, Israel, April 22, 2013 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced the
introduction of its Customer Engagement Analytics platform, the
industry's first to combine interaction and transaction analytics.
The platform allows organizations to capture and analyze Big Data
generated by cross-channel customer engagement and map the entire
customer journey. This brings organizations closer to their
customers by enabling them to better understand customer
preferences and behaviors.
"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,
Principal Analyst at Ovum. "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 NICE Customer Engagement Analytics platform delivers a
complete picture of the customer journey, both at the individual
level by various groups and segments, and at the entire customer
base level. This helps an organization provide outstanding customer
experience while improving business procedures and efficiency. The
offering features the following advanced technologies:
- Multi-channel collection of Big Data - The system
collects data from customer interactions and transactions across
various data sources, such as web, email, phone, social media and
chats, and from different systems such as CRM and billing. It also
pre-processes the raw data for more efficient analysis.
- Analyzing Big Data - NICE's analytics engine can
interpret mass amounts of both structured and unstructured data,
allowing organizations to perform customer journey mapping and
visualization as well as repeat contact sequencing and trends.
- Operationalizing Big Data - The insights
extracted from the analytics of data serve as a catalyst for change
within an organization, such as company-wide changes in business
policies and processes, as well as more specific actions including
agent coaching and guidance.
The first solution to be launched on the Customer Engagement
Analytics platform is Call Volume Reduction, while additional
solutions, such as sales optimization and voice of the customer are
expected for release in the near future.
For example in the case of call volume reduction, a telco may
discover that a large percentage of customers who purchased a new
smartphone at a specific retail branch called the customer service
line within 72 hours to activate a corresponding e-mail account.
Based on this insight, the telco can guide customer-facing
employees at the branch in real time to follow policy and offer
help setting up the e-mail during the initial purchase. It can also
provide targeted coaching for specific agents that may need to
overcome knowledge gaps. By recognizing this trend, and proactively
implementing a solution, the telco will be able to significantly
reduce call volume, minimize customer effort, and boost
satisfaction.
"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."
About NICESystems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of
software solutions that enable organizations to take the next best
action in order to improve customer experience and business
results, ensure compliance, fight financial crime, and safeguard
people and assets. NICE's solutions empower organizations to
capture, analyze, and apply, in real time, insights from both
structured and unstructured Big Data. This data comes from multiple
sources, including phone calls, mobile apps, emails, chat, social
media, video, and transactions. NICE solutions are used by over
25,000 organizations in more than 150 countries, 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 Rozenblat, 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.