NICE Systems has received recognition from research firm Ovum as a leader in the Customer Interaction Analytics market.
NICE Systems has received recognition from research firm Ovum as a leader in the Customer Interaction Analytics market. The research explores the ability of vendors to handle multichannel customer interactions and map these to agent performance data. The vendors evaluated were compared based on the strength and breadth of their technology capabilities, the views of their customers, and the impact that each company has in the market. In the Ovum report, NICE customers expressed that they were particularly impressed with the company's integration across the tools in the NICE suite, its support and services, and the breadth of its products.
NICE Interaction Analytics has been bolstered by the recently launched NICE Engage Platform, the company's next generation capture platform which supports 100 percent real-time analytics at unrivaled scale, speed, and low cost of ownership. The platform empowers more agents with immediate next-best-action guidance, delivering the relevant insights within seconds of the customer engagement.
NICE Interaction Analytics enables contact center managers and other service and marketing managers make timely, better-informed decisions and drive action to improve service processes. Analytics can be applied across channels, using powerful patented algorithms to analyze speech, call flow, social media, email and online chat conversations, customer surveys and agents' desktop activity.
Aphrodite Brinsmead, Senior Analyst at Ovum
“Customer interaction analytics is one of the highest growth markets in the workforce optimization space with a predicted growth rate of 12% from 2013 to 2018. These analytics tools will play a vital role in shaping contact center requirements and business strategy. Businesses need better insight into customer behavior in order to improve their services and influence customer loyalty. They are investing in speech and text analytics tools to help them pinpoint trends across interactions.”
Miki Migdal, President, NICE Enterprise Product Group
“Companies recognize the value of analytics to understand today's customer and ensure that they are prepared to provide an exceptional customer experience. This report validates our vision in this space. We are proud to be acknowledged as industry leaders who provide innovative solutions that help organizations gain valuable insights from their multichannel interactions and get them closer to their customers.”