RA'ANANA, Israel, March 26, 2015 /PRNewswire/ --
NICE Systems (NASDAQ: NICE)
today announced the launch of IVR Journey Analytics, a solution
designed to reduce customer effort and improve the experience of
Interactive Voice Response (IVR), the automated phone system that
guides callers through self-service menus. The solution helps
organizations optimize the IVR channel, turning what has often been
a frustrating process into a perfect experience.
The cloud-based IVR Journey Analytics solution is the third
addition to NICE's Customer Engagement Analytics platform, which
helps organizations sequence and visualize the customer journey to
understand why customers are contacting them, predict their next
move, and personalize the customer engagement.
According to NICE's 2013 Global Customer Survey, 73 percent of
consumers use IVR during their interaction journey. But at least
half the time, they do not succeed in resolving their issue -
one-third of those callers simply hang up, and the other two-thirds
bypass the system or try to contact a live agent.
"A weak link anywhere in the customer journey can shatter the
entire experience, and the IVR is typically the first step in a
service call," said Miki Migdal,
President of the NICE Enterprise Product Group. "NICE's IVR
analytics solution enables organizations to revitalize the way they
engage with consumers over this channel and create a more efficient
and gratifying customer journey from start to finish."
The system gathers insights from the customer journey prior to,
during, and after the IVR interaction. It can determine certain
patterns of behavior and then use this information to optimize the
IVR experience by whittling down the menu options to provide only
the options relevant to the particular journey. It also enables
visual mapping so that any IVR service bottlenecks can be easily
pinpointed and resolved.
NICE IVR Journey Analytics enables organizations to reduce the
overall call volume, offer better self-service, and provide faster
access to a service rep when needed. This not only facilitates
greater customer satisfaction, it also drives significant cost
savings - by using the solution to increase the number of calls
resolved via IVR, organizations can save millions of dollars
annually.
"Many consumers are dissatisfied with the IVR process, and until
today organizations have invested very little in improving this
experience," said Migdal. "Companies now have a great opportunity
to turn this situation around. They can now manage these
interactions more effectively, which will help them improve
operations across the enterprise, boost customer loyalty, and grow
their revenues."
Organizations can also use NICE's feedback solution for the IVR
channel to solicit real-time customer feedback immediately
following either an interaction that was contained in the IVR or an
interaction that was handled by a contact center agent. Using
speech analytics, they can better understand the drivers of
satisfaction and identify insights that enable them to take action
to improve the experience. This could include customer service
recovery, employee coaching, or process changes, depending on the
customer feedback received.
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 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