NICE to Expand Enterprises’ Capability to Take Advantage of Big Data Created by Customer Interactions


Share on LinkedIn

NICE integrates its solutions for multi-channel customer interaction
management with IBM big data analytics software to help enterprises improve
customer experience and operational efficiency

Ra’anana, Israel, October 18, 2012, NICE Systems (NASDAQ: NICE) announced
today its integrated big data solution that will enable organizations to
improve the customer experience by enhancing their analytics-based customer
service applications. This solution helps companies leverage, in real time,
big data gathered from customer interactions that take place across multiple
communication channels, such as voice, e-mail, chat and web, to maximize the
business value of each interaction. Data volumes are growing exponentially
amid an unprecedented change in computing driven by cloud, social and mobile
technologies. The integrated solution addresses this, providing
organizations with a comprehensive view of the entire customer experience as
well as the ability to impact the interaction in real time.

NICE’s solution incorporates IBM’s big data analytics software, including
InfoSphere BigInsights, which supports the collection, integration, and
transformation of large volumes of data, with data structures ranging from
simple to highly complex. InfoSphere BigInsights uses Hadoop technology,
which stores the data on a distributed file system (HDFS), utilizing
commodity servers that provide linearly scalable and reliable storage at a
lower cost. Leveraging the latest big data software from IBM allows NICE’s
customers to conduct complex and varied analysis on much larger datasets
than previously possible, while simultaneously reining in IT spend. On top
of the data, Hadoop technology enables enterprises to identify and pull out
relevant information from large data sets, providing the processing
scalability that is needed for big data analysis and addressing the most
challenging data volumes.

“Businesses in all industries are looking for new ways to get started with
big data,” said Robert Thomas, IBM vice president of big data alliances.
“The combination of NICE and IBM software provides clients with a
comprehensive view of customer data and interactions, which is essential to
achieving key business objectives, such as enhancing customer experience and
improving operational efficiency.”

“Big data is often seen as a challenge, instead of an opportunity,” said
Yochai Rozenblat, President of the Enterprise Group at NICE. “We seek to
empower businesses to use technology to address the vast amounts of data
they collect to better understand the customer, their operations, and
identify market trends – ultimately turning that wealth of information into
an important asset.”

NICE’s Customer Interaction Management Offering enables organizations to
impact the full lifecycle of every customer interaction by being
well-prepared for each interaction, shaping the interaction in real time as
it happens, and driving improvement across the enterprise for the next
interaction. Driven by real-time, cross-channel analytics and Voice of the
Customer insights, it offers targeted solutions for enhancing the customer
experience, streamlining operational efficiency across the enterprise,
improving employee performance, increasing service-to-sales revenue, and
complying with policies and regulations. NICE Customer Interaction
Management solutions, including on-premise and SaaS, are implemented by
contact centers of all sizes, branches, retail stores, trading floors, and
back office operations.

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.
NICE’s 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.

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:

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 Company’s 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 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.

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here