RA'ANANA, Israel, September 16, 2014 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today introduced its new
release of NICE Interaction Analytics, which makes insights quickly
and easily accessible to all members of the organization.
The new release is powered by the NICE Engage Platform - NICE's
next-generation capture platform which supports 100 percent
real-time analytics at unrivaled scale, speed, and cost. The
platform empowers more agents with real-time speech analytics for
immediate next-best-action guidance, delivering the relevant
insights within seconds of the customer engagement. Enhanced
language models also improve detection rates for key words and
phrases.
As organizations receive exponentially more insights from their
interactions, Insight Amplifier, an add-on application for NICE
Interaction Analytics, delivers these in a consumable and timely
manner to various stakeholders for offline processing as well. This
enables managers throughout the enterprise, including contact
center managers, marketing executives, and customer experience
officers to understand what their customers are saying, make
timely, better-informed decisions, and drive action to improve
service processes in real time.
Insight Amplifier offers the following capabilities:
- One-click insights - Users can perform a free-text
search or use faceted navigation to look for key phrases mentioned
in the interaction and uncover root causes. Results are aggregated
into a single view that shows "top trending phrases", "hot topics"
and "word spotting". Users can further refine their search or drill
down for deeper insights.
- Advanced cross-channel search - Allows users to collect
insights from all relevant interaction channels - phone calls,
emails, chat, and feedback forums.
- Role-based views - Settings are customized based on the
user's role, ensuring that the appropriate widgets are
available
- Action oriented - The interface allows users to play
back selected interactions, send them for evaluation or to a
coaching package, and share insights via email
- Fresh look and feel with friendly user interface
Miki Migdal, President, NICE
Enterprise Product Group
"The NICE Engage Platform powers significantly faster and
farther reaching NICE Interaction Analytics. The advanced analytics
capabilities now extend across the organization, from the frontline
to the managerial level, making the wealth of insights accessible
and customized to every individual. This signifies a new era for
interaction analytics, which empowers all members of the
organization to improve their reactions, both during and after
customer engagements, to deliver an exceptional customer
experience."
About NICE Systems
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 Migdal, 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
Yisca Erez +972-9-775-3798, ir@nice.com, CET
SOURCE NICE Systems