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April 11, 2013 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced that it is a recipient of the 2013 Temkin Group Customer Experience Vendor Excellence Award for providing products and services that help organizations become more customer-centric.
"Customer experience excellence is not easy
Bruce Temkin, CX Transformist and Managing Partner, Temkin Group. "Companies rely on an ecosystem of vendors to help them succeed. Congratulations to NICE along with the other winners and finalists for their outstanding work in the field."
The Temkin Group awards are based on an evaluation of a vendor's capabilities that uniquely help companies improve customer experience, business results, and client references. Applicants were judged by Mr. Temkin and leading customer experience journalists, consultants, and practitioners.
Among the business results achieved by NICE customers, which was presented to the panel based on specific customer case studies, was a nine percent improvement in customer satisfaction, an 18 percent improvement in first contact resolution, a 19 percent increase in average order value, and a seven-point increase in JD Powers rankings, as well as improvements in employee engagement.
"We are delighted to be recognized by the Temkin Group for helping our clients become more customer-centric," said
Yochai Rozenblat, President of the NICE Customer Interactions Group. "Providing an excellent customer experience is about better understanding your customers, making the right decisions in real time to further improve the customer experience, and continuously enhancing your ability to manage customer interactions. NICE's solutions help organizations take the right actions to improve the customer experience, which can lead to a quantifiable return on investment."
NICE's Customer Experience offering includes its
Voice of the Customer solutions, such as
NICE Fizzback, Cross-Channel
Interaction Analytics, and
Real-time Speech Analytics, as well as its
Real-time Decisioning and Guidance solutions, to help organizations take action based on the voice of their customers, and
NICE Mobile Reach, which ensures a consistent customer experience across self-service and human-assisted channels.
NICE helps enterprises gain insight from customer interactions and take real time action to shape those interactions as they occur. This improves customer experience directly, while also enhancing products and processes throughout the organization.