PARAMUS, New Jersey,
March 3, 2015 /PRNewswire/ --
The most frustrating aspect of customer service is dealing with
service representatives who are not adequately prepared to resolve
the issue at hand, according to a recent NICE Systems (NASDAQ:
NICE) study of more than 2,000 U.S. adults, conducted online on
their behalf by Harris Poll.
"Dissatisfaction arises when organizations cannot deliver a
consistent, effortless, and personalized journey across all
channels and touch points," said Miki
Migdal, President of the NICE Enterprise Product Group.
According to the survey, while 95 percent of consumers believe
that there is a sufficient variety of channels for reaching out to
customer service support, their frustration stems from how those
channels are managed and connected.
- 30% of consumers attribute customer service woes to the agents
not being prepared or lack of skills
- 16% are frustrated when the customer service provider does not
know their history or preferences
- 26% are frustrated that it takes too much time and effort to
get their issues resolved
Consumers today have high expectations of their service
providers, according to data collected in the separate NICE 2014
global customer survey. They demand continuous and consistent
service, immediate issue resolution, and service that is tailored
to their own specific needs. They also seek an experience that
requires minimal effort from them.
Migdal continued: "There are significant opportunities for
companies that manage the customer journey to create the perfect
experience. Not only does a great experience drive greater customer
satisfaction, it helps strengthen their brand. It allows companies
to optimize customer engagement for the journeys and channels that
align with their business priorities and to save costs by handling
interactions more efficiently. NICE's Customer Engagement Analytics
solutions embody the vision that organizations can be ready for
every journey and exceed customer expectations."
Organizations which adopt the approach envisioned by NICE
Customer Engagement Analytics (CEA) are empowered to:
- Gain visibility into the entire customer journey across all
channels and touch points
- Understand their customers' needs within the context of the
engagement
- Shape the customer journey and drive the right action in real
time
- Ensure that the right person is there at the right time,
engaged, knowledgeable, and ready
To learn more about how to create perfect experiences, visit
http://goo.gl/Tg3Mva.
Survey Methodology
This survey was conducted online within the United States by Harris Poll on behalf of
NICE Systems from January 23-27, 2015
among 2,030 adults ages 18 and older. This online survey is not
based on a probability sample and therefore no estimate of
theoretical sampling error can be calculated. For complete survey
methodology, including weighting variables, please contact
Erik Snider, Director of Corporate
Communications, NICE.
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 Mr. Migdal, are based on the current beliefs,
expectations and assumptions of the management of NICE-Systems Ltd.
(the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking
statements 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)
potentially impacting our business and financial condition;
competition; 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; an inability to maintain certain marketing and distribution
arrangements; and the effect of newly enacted or modified laws,
regulation or standards on the Company and our products. 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