NICE Debuts Analytics-Driven Real-Time Customer Interaction Management Offering

NICE has launched an integrated customer interaction management offering, which enhances its current technology with the integration of capabilities from the recent acquisitions of Fizzback and Merced.

The solution integrates real-time analytics and guidance solutions with complete Voice of the Customer (VoC) and leading workforce optimization solutions to provide an enhanced customer experience, greater operational efficiency, increased revenue growth, and improved compliance.

The offering is designed to maximize the value enterprises generate from customer interactions that occur across touch points, including the contact center, Web, mobile, back office, branch, and retail. NICE customers can deploy the solution on premise or as a service, leveraging NICE's experience in dozens of SaaS deployments across the globe.

The solution gives a total and true view of the performance of each employee, derived from analytical and VoC data gathered from previous interactions. With this view, tailored coaching and training can be more effectively implemented. Scheduling can be done automatically, taking into consideration predicted interaction volumes, employee skill sets, and employee performance.

At the end of an interaction, NICE immediately collects the voice of the customer via its direct feedback solution and combines it with data gathered during the interaction. This data is used as a catalyst to take immediate, corrective actions, as well as to drive continuous improvement across the enterprise for better performance during future interactions. These efforts are subsequently validated by a closed loop evaluation to ensure effectiveness.

"The interaction is the decisive moment of customer service, and our enhanced offering is built for that moment by impacting every stage of the interaction life cycle," said Udi Ziv, president of the NICE Enterprise Group, in a statement. "Our solutions are geared to enable an organization to shape customer interactions in real time. This unique approach stands out for the ability to leverage big data and maximize value for enterprises in key business drivers such as customer satisfaction, operational efficiency, compliance, and revenue."

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