NICE's Market Leading Interaction Analytics for Improving Customer Satisfaction and Driving Strategic Initiatives Now Available Both On-premise and as a Service for Enterprises and Mid-size Businesses
RA'ANANA, Israel, June 17 / / - NICE Systems Ltd. (NASDAQ: NICE), a leading global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced the availability of its market leading Interaction Analytics business solutions as a managed, hosted service, in addition to the already available on-premise deployment option. This offering enables organizations to leverage the full range of advanced capabilities of NICE's Interaction Analytics packaged business solutions for improving contact center operations and driving strategic enterprise initiatives with a quick return on investment (ROI) and low total cost of ownership (TCO). The solutions immediately available through the new service are First Call Resolution Optimization, Average Handle Time Reduction, Churn Reduction, Collections Optimization, and Improving Customer Satisfaction. Now, mid-size organizations can also gain immediate business value from out-of-the-box speech analytics based capabilities.
Jim Davies, Research Director at leading analyst firm, Gartner Inc., commented, "Implementing a customer insight strategy that includes an interaction analytics capability can be an important differentiator for organizations focusing on the customer experience and associated goals like satisfaction and retention. The ability for these solutions to be available as either an on-premise, hosted, or managed service deployment provides important flexibility for organizations with either budgetary or resource constraints."
NICE has made available its Interaction Analytics business solutions as a hosted service to help address the growing need of companies to comply with regulations while reducing operational costs, as well as to deliver world-class customer service and improve customer retention. This is achieved through an automated, secure process that captures recorded customer interactions including audio and text, from the contact center to the hosted site, and performs multidimensional Interaction Analytics on the captured data, including text and speech analysis, among others. The managed service ensures high levels of server and network security and 24x7 availability at the North America based hosted site.
"With pressure mounting on contact center managers to decrease operational expenses while still ensuring a high level of customer satisfaction, we are pleased to announce the availability of our Interaction Analytics business solutions as a hosted service," said Barak Eilam, President, Interaction Business Applications, at NICE. "This new offering is especially tailored to the needs of mid-size organizations that are seeking the benefits of enterprise-grade speech analysis, among other analytics capabilities, without having to carry the full burden of capital expenditure and maintenance costs. We already have key customers benefiting from the offering's very short time-to-value, as they are increasing their first call resolution rates, reducing customer churn, and increasing customer satisfaction, while decreasing operational costs."
Contact center supervisors and other users, under very strict security authentication mechanism, may access the NICE solution to automatically perform root cause analysis, identifying potential problems as well as deriving immediate insight into potential resolutions. The hosted offering enables them to benefit from NICE's end-to-end, out-of-the-box Interaction Analytics packaged business solutions for improving key processes such as First Call Resolution and Average Handle Time, as well as for achieving strategic goals such as Churn Reduction and Increased Customer Satisfaction.
The solutions include comprehensive reports, dashboards, and workflows, and can be integrated with existing contact center processes, such as quality management and agent coaching. NICE's hosted offering is agnostic to the underlying call recording platform, and constitutes a fully managed solution, including needs assessment, implementation, support, maintenance, project management, and training.
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 www.nice.com.
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Source: NICE Systems