RA'ANANA, Israel, February 8, 2016 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced the
launch of Total Voice of the Customer (TVOC), the latest addition
to the NICE VOC suite of solutions.
TVOC leverages NICE's Voice of the Customer solution, alongside
NICE's unique Interaction Analytics capabilities and vast
experience in recording calls and making sense of that information
through analytics. The solution enables enterprises to listen to
and register what their customers are saying - directly and
indirectly - in calls, chats, emails, on the web and in any other
channel and analyzing the interactions to extract implicit feedback
data. With the acquisition of Nexidia Interactive Analytics, NICE's
VOC capabilities will be even further strengthened, creating a true
Customer Analytics Powerhouse.
NICE TVOC adds voice recordings, social engagement, chat logs
and other digital channels to multi-channel surveys, in order to
deliver a complete picture of customer disposition. It also
leverages the power of the reams of data captured during millions
of conversations to yield valuable, actionable insights into
customers' thoughts, including those not obtained in surveys.
Achieving a single view of the customer across multiple channels
is among today's top challenges for customer experience management.
NICE TVOC helps solve this pain point with its unique ability to
deeply analyze the unstructured content of the customer
communication across all channels. The insight derived can be used
in conjunction with other data to map emotional expression to
observed behaviors in order to understand customer desires,
motivations and actions.
NICE's portfolio integration allows the organization to drive
VOC into areas such as Quality Management, enabling it to make the
maximum impact on its customer experiences, and with Performance
Management, so that companies can reward their employees for
creating the desired customer experience and coach those who are
falling short.
Miki Migdal, President, NICE
Enterprise Product Group:
"There are many ways to survey, but in a multi-channel world you
need more than just survey questions. Instead you need to listen at
key inflection points in the customer lifecycle so that you can
understand problems that result in a lower customer satisfaction
score and may ultimately lead to customer churn. With NICE Total
VOC not only can you understand customer emotion, you can see which
actions you need to take to build customer loyalty and brand
advocacy."
Jamie Popkin, VP Distinguished
Analyst, Gartner:
"The overall effectiveness of a VOC program will be enhanced by
using unstructured content to correlate sentiment with actual
behavior. The ability to deeply analyze unstructured content can
deliver a potentially high volume of unsolicited, unfiltered
first-person expressions of emotion unavailable through other VOC
communication channel data sources."
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of
enterprise software solutions that empower organizations to make
smarter decisions based on advanced analytics of structured and
unstructured data. NICE solutions help the world's largest
organizations deliver better customer service, ensure compliance,
combat fraud and safeguard citizens. Over 25,000 organizations in
more than 150 countries, including over 80 of the Fortune 100
companies, are using NICE solutions. 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
those 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