Press Release Summary:
Based on NICE SmartCenter's cross-channel Interaction Analytics with real-time next-best-action agent guidance and sales process automation from eglue, NICE Sales Effectiveness Business Solution helps maximize sales potential of contact centers. Solution employs desktop analytics to discover process and agent inefficiencies during sales call flow and post-call wrap-up. By leveraging insights in real time, solution guides agents to increased sales conversion rates.
Original Press Release:
New NICE Sales Effectiveness Business Solution Helps Drive Revenues and Enhance Operational Efficiencies, Combines NICE Interaction Analytics with eglue's Real-Time Impact Capabilities
NICE SmartCenter's Cross-Channel Interaction Analytics With Next-Best-Action Agent Guidance and Process Automation From Recently Acquired eglue, Together Deliver Real-Time, Personalized Offers for Higher Service-to-Sales Conversion Rates
RA'ANANA, Israel, -- NICE Systems Ltd. (NASDAQ:NICE), the global provider of intent-based solutions that enable organizations to extract Insight from Interactions to drive performance, reduce risk, and ensure safety, today introduced the NICE Sales Effectiveness Business Solution. The new solution is based on the combined capabilities of NICE SmartCenter's cross-channel Interaction Analytics and real-time next-best-action agent guidance and sales process automation from recently acquired eglue. The new business solution helps organizations optimize Customer Dynamics, maximizing the sales potential of their contact centers by significantly improving sales effectiveness, enabling real-time delivery of personalized sales offers and optimized handling of customer objections, resulting in higher service-to-sales conversion rates. Concurrently, the solution also minimizes call handle time enabling the agent to handle more calls per shift. The NICE Sales Effectiveness Business Solution is being demonstrated at SpeechTEK, at the NICE booth, # 604, in New York, at the Marriott Marquis, August 2-4, 2010.
Michael Maoz, Research Vice President, Distinguished Analyst at leading analyst and advisory firm, Gartner, commented, "The contact center has evolved beyond being the hub of seemingly random customer activity into serving as the core of the organization's relationship with its most valuable asset, its customers. This places great responsibility on contact center managers and agents for shaping this evolution into one that drives revenue for the organization. By realizing and leveraging insights about customer intent and receiving real-time inputs on what customers want and how agents should communicate with them, contact centers can elevate themselves from being cost center departments into strategic business units that drive revenue."
The NICE Sales Effectiveness Business Solution optimizes Customer Dynamics by leveraging NICE SmartCenter's cross-channel Interaction Analytics to uncover customer insights from sales interactions -- whether by phone, chat or emails - on issues such as sales drivers and inhibitors, and best practices on sales objection handling. The solution also employs desktop analytics to discover process and agent inefficiencies during the sales call flow and post-call wrap-up activities. By leveraging these insights in real time, the solution prompts the agent with the right offer to the customer at the right time, based on the context of the call, thus guiding agents to increased sales conversion rates. In addition, the NICE solution enables agents to leverage more sales opportunities and handle more calls by making sales calls more efficient. This is achieved by automating the typically time-intensive data entry of sales and post-call information into the necessary operational desktop systems.
"We are very excited about our new NICE Sales Effectiveness Business Solution, which introduces a paradigm shift in how contact centers can benefit from a significant impact on sales success and drive revenue increase in organizations," said Udi Ziv, President of the NICE Enterprise Product Group. "We have already received very positive feedback from customers and prospects, as this is the first time that companies can apply customer related insights and predictive sales models - in real time - enabling them to realize sales opportunities that may exist in customer interactions."
NICE Systems (NASDAQ:NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data - from telephony, web, email, radio, video, and other data sources. 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 80 of the Fortune 100 companies. More information is available at http://www.nice.com/.
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