RA'ANANA, Israel, Aug. 6, 2015 /PRNewswire/ -- NICE Systems
(NASDAQ: NICE) today announced a new solution that will allow
organizations to use Voice of the Customer (VoC) feedback, in
combination with predictive analytics, to positively shape the
customer journey in real time. By understanding customer attitudes
at various points of engagement across channels and touch points,
companies can intercept the journey when necessary and continually
adapt it to reduce customer effort, improve retention, and enhance
the entire customer experience.
Consider, for example, a high value customer that was
erroneously charged by her credit card company. While trying to
dispute the charge, the customer struggles to find the right form
needed to complete the process and becomes increasingly frustrated.
Based on similar journeys that led to dissatisfaction among other
customers, the predictive analytics engine can quickly identify the
current issue and alert an agent to help guide the customer.
"By linking the entire customer journey with a robust
voice-of-the-customer program, organizations can identify systemic
weaknesses that must be addressed in order to refine the customer
experience continuously," said Jeremy
Cox, Principal Analyst at Ovum Research. "This is achieved
by gathering and analyzing data in a way that provides a more
comprehensive view of the customer profile and experience."
NICE Journey VoC combines two leading technologies – voice of
the customer and journey mapping – to create a unique market
solution that helps organizations reach all customers at risk (even
those who aren't very vocal) to reduce potential churn or
defection. By personalizing customer engagement, companies can
improve sales opportunities and deliver proactive customer service
to improve next call prevention, reduce customer effort, and
improve the customer experience.
The NICE solution allows organizations to solicit customer
feedback after the key stages in a customer's journey. Using key
indicators such as CSAT, NPS, and customer effort, companies can
evaluate how the customer experience stacks up against what they
consider an "ideal" journey. They can also identify high effort/low
satisfaction experiences in real time and proactively engage with
the customer to create immediate improvements. All of these
insights can be used to drive action at the individual level or
aggregated to drive strategic-level action across the business.
Miki Migdal, President of the
NICE Enterprise Product Group, said: "NICE Journey VoC is an
innovative solution that we created to help businesses overcome the
customer experience challenges that they face today. Linking VoC
data to behavioral customer journeys allows companies to tap into
hidden insights, improve predictive capabilities, better prioritize
their customer experience initiatives, and drive action in a much
more effective and efficient manner. In doing so, we believe they
can significantly boost their return on investment compared to a
VoC-only approach and lay the foundation for continuous customer
experience improvements."
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. www.nice.com.
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
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: 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.
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SOURCE NICE Systems