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October 18, 2012 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced that it will share insights into how to maximize the business value of customer self-service using various communication channels, such as web, email and voice, at the 8
th Annual Customer Contact 2012, West: A Frost & Sullivan Executive MindXchange. During the event, which will take place on
October 21-24, 2012, at the JW Marriott Starr Pass Resort & Spa in
Tucson, Arizona, NICE will facilitate an interactive session titled, "Survey Says! Your Customers Have Spoken…Here's What They Said," and will also host a solutions showcase.
The discussion will leverage the recent NICE Customer Preferences Survey (
http://www.nice.com/survey), and participants in the session will be invited to brainstorm and discover ways to provide information in context to agents during an interaction. They will also learn how other organizations have resolved issues through self-service to provide a better customer experience, and, in some cases, when using a subsequent channel. In addition, the group will explore ways to address first contact resolution across the different channels and impact engaged customers at the Decisive Moment™.
Matthew Storm, Director of Innovation and Solutions at NICE, will lead the interactive session, which takes place on
October 22 at
"Meeting the expectations of connected customers who use many channels of communication to interact with companies is a growing challenge for most companies in today's market," said Storm. "Effectively coaching agents and improving self-service channels can significantly enhance the customer experience and help organizations better serve their customers at the Decisive Moment of the interaction."
Representatives from NICE, which is a founding member of the Customer Contact MindXchange, will also be available for one-on-one consultations at its booth. For more information or to register, please visit
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: