RA'ANANA, Israel, October 18, 2012 /PRNewswire/ --
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.