NICE recognized for innovative technology that helps businesses utilize
interaction insights to achieve call volume reduction
RAANANA, ISRAEL, December 18, 2012 NICE Systems (NASDAQ: NICE) announced
today that it is the recipient of a 2012 Ventana Research Technology
Innovation Award for operational innovation in the contact center. NICE was
recognized for its Cross-Channel Interaction Analytics solution, a visionary
and transformative technology that advances contact center operations and
promotes overall business effectiveness.
I congratulate NICE for its win in the category of operational innovation
in the contact center, said Mark Smith, CEO and Chief Research Officer,
Ventana Research. NICEs solutions for the contact center stands out with
their analytics technology, which has helped many businesses streamline
their operations by engaging in more effective customer interactions across
channels.
The Ventana Research Technology Innovation Awards showcase the advanced
applications that technology vendors have created in order to drive
efficiency and productivity as well as better organizational performance and
outcomes.
NICE Cross-Channel Analytics gives companies a broader understanding of
customer needs. The solution captures and analyzes insights from various
channels, including phone calls, texts, e-mails, and a number of systems,
such as IVR and CRM notes, to deliver a holistic picture of the customer
journey. This enables companies to identify behavior patterns, interaction
sequencing, and call reasoning for 100 percent of calls.
Using these insights, companies can create targeted plans to improve first
contact resolution and reduce call volume. For example, a leading US
telecommunications company that uses the NICE Analytics solution has been
able to improve first contact resolution by over 40 percent. Companies can
also pinpoint where the next interaction is likely to occur and can
proactively address customer needs in order to increase next call
prevention.
Customer interactions are becoming increasingly complex to manage, as
customers today have more choices across more channels. In this environment,
businesses must have the necessary tools to address customer needs and
provide excellent service before these customers even reach the contact
center, said Yochai Rozenblat, President of the NICE Enterprise Group. Our
interaction analytics technology is impressive, but also practical. It helps
businesses effectively manage customer interactions in order to reduce call
volume and improve business operations.
About Ventana Research
Ventana Research is a benchmark business technology research and advisory
services firm. It provides insight and expert guidance on mainstream and
disruptive technologies through a unique set of research-based offerings
including benchmark research and technology evaluation assessments,
education workshops, and its research and advisory services, Ventana
On-Demand. Business and IT professionals worldwide are members of the
Ventana Research community and benefit from its insights, as do highly
regarded media and association partners around the globe.
www.ventanaresearch.com.
About NICE Systems
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that
deliver strategic insights by capturing and analyzing mass quantities of
structured and unstructured data in real time from multiple sources,
including phone calls, mobile apps, emails, chat, social media, and video.
NICEs solutions enable organizations to take the Next-Best-Action to
improve customer experience and business results, ensure compliance, fight
financial crime, and safeguard people and assets. 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.
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 Messer Rozenblat,
are based on the current expectations of the management of NICE-Systems Ltd.
(the Company) only, and 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 Companys customer base
(particularly financial services firms) and the resulting uncertainties;
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; pressure on pricing resulting from competition; and
inability to maintain certain marketing and distribution arrangements. 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 Companys 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.
