NICE Adds Capability to Identify Customer Behavior Patterns Across Multiple Contact Channels


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NICE Introduces Multi-channel Interaction Analytics to Extract Insights
from Multiple Customer Touch Points Beyond Voice, Improving Customer
Satisfaction, Operational Efficiency, Cross-sell/Up-sell Capabilities

Cross-channel insights can now be extracted from email, chat, audio and
social media

RA’ANANA, ISRAEL, December 09, 2009 – NICE Systems Ltd. (NASDAQ: NICE), a
leading global provider of advanced solutions that enable enterprises and
security organizations to extract Insight from Interactions, transactions
and surveillance to drive business performance, reduce risk and ensure
safety, today announced that Interaction Analytics

business solutions of the NICE SmartCenter
suite are now powered by multi-channel

capability which allows organizations to identify and analyze customer
behavior patterns across a broad variety of available contact channels, from
email and chat to telephone and social media. As a result, companies can
deliver a consistent customer experience, improve first contact resolution,
increase up-sell and cross-sell of products and services, and reduce churn
thus significantly increasing customer satisfaction
operational efficiency, as well as generating additional revenue. A webinar
on the topic, “Managing the Complete Customer Experience with Multi-channel
Interaction Analytics,” is to take place on Dec. 10, 2009, at 1:00 p.m.
Eastern, at

While the telephone remains the main vehicle for customers to interact with
organizations, multiple channels are being used, such as online chat,
instant and text messaging, web self-service, email and social media.
Consequently, it is imperative for companies to manage the customer
experience across each of these customer touch point. The NICE multi-channel
Interaction Analytics offering enables consistent and optimized service
levels across a broad variety of channels and provides an understanding of
what the customer is trying to do and the best way to deliver service.

“Delivering a positive and consistent customer experience is key to building
customer loyalty and retaining valuable customers,” said Michael Maoz,
Research Vice President and Distinguished Analyst at Gartner, a leading
analyst firm, “Yet essentially none of the companies providing customer
service over multiple channels are able to ensure such an experience as the
customer moves from one touch point to another. Multi-channel capabilities
help ensure an optimal customer experience and satisfaction.”

NICE’s multi-channel Interaction Analytics can automatically correlate a
customer email requesting a product upgrade with product feedback
communicated via social media, and then ensure that when the same customer
calls the contact center, an agent they talk to automatically knows about
those recent activities. The insights gleaned in this example help identify
a potential up-sell opportunity, as well as product design-related input
valuable for the marketing department. Acting on those insights helps
organizations improve customer satisfaction, build share-of-wallet with a
customer and increase operational efficiency.

“With today’s savvy customers reaching out to an organization via multiple
contact channels, companies must manage customer experience in a holistic
way – end-to-end and across multiple touch points,” said Barak Eilam,
president of NICE Interactions Business Applications. “With NICE
multi-channel Interaction Analytics, organizations can now deliver the best
possible customer experience, while improving business performance both on
the strategic and the operational levels.”

Multi-channel Interaction Analytics is part of NICE SmartCenter
, a suite of pre-packaged business
solutions that address specific business issues and are powered by
best-in-class applications, spanning interaction analytics, including speech
analytics ,
quality management
, call
workforce management
performance management
. The
business solutions include packaged offerings, including First Call
Resolution, Churn Prediction, Average Handle Time Optimization, Sales
Optimization, Competitive Intelligence, Collections, Compliance, Quality
Optimization and Marketing Campaign Effectiveness. The NICE SmartCenter
solutions can be deployed on premise, in a hosted
model, or via a
managed service
, and
can be implemented stand-alone or fully integrated with customer
relationship management and business intelligence solutions.

To learn more about multi-channel Interaction Analytics, register for our
webinar: “Managing the Complete Customer Experience with Multi-Channel
Interaction Analytics,” to take place on Dec. 10, 2009, 1:00 p.m. Eastern,
at .

About NICE Systems
NICE Systems (NASDAQ: NICE) is the leading provider of Insight from
Interactions solutions and value-added services, powered by advanced
analytics of unstructured multimedia content – from telephony, web, radio
and video communications. NICE’s solutions address the needs of the
enterprise and security markets, enabling organizations to operate in an
insightful and proactive manner, and take immediate action to improve
business and operational performance and ensure safety and security. NICE
has over 24,000 customers in more than 150 countries, including more than 85
of the Fortune 100 companies. More information is available at .

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