December 18, 2012
NICE Systems (NASDAQ: NICE)
announced today that it is the recipient of a 2012 Ventana Research Technology Innovation Award for operational innovation in the contact center. NICE was recognized for its
Cross-Channel Interaction Analytics
solution, a visionary and transformative technology that advances contact center operations and promotes overall business effectiveness.
"I congratulate NICE for its win in the category of operational innovation in the contact center," said
, CEO and Chief Research Officer, Ventana Research. "NICE's solutions for the contact center stands out with their analytics technology, which has helped many businesses streamline their operations by engaging in more effective customer interactions across channels."
The Ventana Research Technology Innovation Awards showcase the advanced applications that technology vendors have created in order to drive efficiency and productivity as well as better organizational performance and outcomes.
NICE Cross-Channel Analytics gives companies a broader understanding of customer needs. The solution captures and analyzes insights from various channels, including phone calls, texts, e-mails, and a number of systems, such as IVR and CRM notes, to deliver a holistic picture of the customer journey. This enables companies to identify behavior patterns, interaction sequencing, and call reasoning for 100 percent of calls.
Using these insights, companies can create targeted plans to improve
first contact resolution
and reduce call volume. For example, a leading US telecommunications company that uses the NICE Analytics solution has been able to improve first contact resolution by over 40 percent. Companies can also pinpoint where the next interaction is likely to occur and can proactively address customer needs in order to increase next call prevention.
"Customer interactions are becoming increasingly complex to manage, as customers today have more choices across more channels. In this environment, businesses must have the necessary tools to address customer needs and provide excellent service before these customers even reach the contact center," said
, President of the NICE Enterprise Group. "Our interaction analytics technology is impressive, but also practical. It helps businesses effectively manage customer interactions in order to
reduce call volume
and improve business operations."
About Ventana Research
Ventana Research is a benchmark business technology research and advisory services firm. It provides insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops, and its research and advisory services, Ventana On-Demand. Business and IT professionals worldwide are members of the Ventana Research community and benefit from its insights, as do highly regarded media and association partners around the globe.
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.
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: