NICE Introduces Multi-channel Interaction Analytics to Extract Insights From Multiple Customer Touch Points Beyond Voice, Improving Customer Satisfact

Cross-channel insights can now be extracted from email, chat, audio and social media
RA'ANANA, Israel, Dec. 9 / -- NICE Systems Ltd. (Nasdaq: NICE), a leading global provider of advanced solutions that enable enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety, today announced that Interaction Analytics business solutions of the NICE SmartCenter suite are now powered by multi-channel analytics capability which allows organizations to identify and analyze customer behavior patterns across a broad variety of available contact channels, from email and chat to telephone and social media. As a result, companies can deliver a consistent customer experience, improve first contact resolution, increase up-sell and cross-sell of products and services, and reduce churn, thus significantly increasing customer satisfaction and operational efficiency, as well as generating additional revenue. A webinar on the topic, "Managing the Complete Customer Experience with Multi-channel Interaction Analytics," is to take place on Dec. 10, 2009, at 1:00 p.m. Eastern, at http://tinyurl.com/yzgc7rb.

While the telephone remains the main vehicle for customers to interact with organizations, multiple channels are being used, such as online chat, instant and text messaging, web self-service, email and social media. Consequently, it is imperative for companies to manage the customer experience across each of these customer touch point. The NICE multi-channel Interaction Analytics offering enables consistent and optimized service levels across a broad variety of channels and provides an understanding of what the customer is trying to do and the best way to deliver service.

"Delivering a positive and consistent customer experience is key to building customer loyalty and retaining valuable customers," said Michael Maoz, Research Vice President and Distinguished Analyst at Gartner, a leading analyst firm, "Yet essentially none of the companies providing customer service over multiple channels are able to ensure such an experience as the customer moves from one touch point to another. Multi-channel capabilities help ensure an optimal customer experience and satisfaction."

NICE's multi-channel Interaction Analytics can automatically correlate a customer email requesting a product upgrade with product feedback communicated via social media, and then ensure that when the same customer calls the contact center, an agent they talk to automatically knows about those recent activities. The insights gleaned in this example help identify a potential up-sell opportunity, as well as product design-related input valuable for the marketing department. Acting on those insights helps organizations improve customer satisfaction, build share-of-wallet with a customer and increase operational efficiency.

"With today's savvy customers reaching out to an organization via multiple contact channels, companies must manage customer experience in a holistic way - end-to-end and across multiple touch points," said Barak Eilam, president of NICE Interactions Business Applications. "With NICE multi-channel Interaction Analytics, organizations can now deliver the best possible customer experience, while improving business performance both on the strategic and the operational levels."

Multi-channel Interaction Analytics is part of NICE SmartCenter, a suite of pre-packaged business solutions that address specific business issues and are powered by best-in-class applications, spanning interaction analytics, including speech analytics, quality management, call recording, workforce management and performance management. The business solutions include packaged offerings, including First Call Resolution, Churn Prediction, Average Handle Time Optimization, Sales Optimization, Competitive Intelligence, Collections, Compliance, Quality Optimization and Marketing Campaign Effectiveness. The NICE SmartCenter solutions can be deployed on premise, in a hosted model, or via a managed service, and can be implemented stand-alone or fully integrated with customer relationship management and business intelligence solutions.

To learn more about multi-channel Interaction Analytics, register for our webinar: "Managing the Complete Customer Experience with Multi-Channel Interaction Analytics," to take place on Dec. 10, 2009, 1:00 p.m. Eastern, at http://tinyurl.com/yzgc7rb.

About NICE Systems

NICE Systems (Nasdaq: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content - from telephony, web, radio and video communications. 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 85 of the Fortune 100 companies. More information is available at http://www.nice.com.