PRESS RELEASE: NICE announced it is the recipient of two Stevie® Awards, which were presented at the 11th annual Stevie Awards for Sales & Customer Service gala. The NICE Total Voice of the Customer (TVOC) solution won the Silver Stevie Award in the “Contact Center Solution” category, while NICE Customer Journey Optimization (CJO) was awarded Bronze in the “Business Intelligence Solution” category.
NICE TVOC captures customer feedback from multiple interaction channels, surveys, chat transcripts, call recordings, Twitter feeds, and more. With multichannel speech and text analytics, presented in a single platform, the solution breaks down silos and provides a unified understanding of the voice of the customer, how to engage them, and what would contribute to long-term loyalty and advocacy. Integrated with other NICE technologies, TVOC can issue real-time alerts regarding customer experience issues, drive optimal decision-making and employee coaching, and promote process improvements across the enterprise.
The NICE CJO solution leads the way in marrying customer journey mapping to deep analytical capabilities, empowering brands to understand why different customers behave differently at multiple touchpoints, which journeys are most common, which processes generate customer frustration and churn, and where opportunities exist to engender further loyalty. NICE CJO is the only comprehensive offering in the marketplace that combines customer identity resolution, customer journey visualization, integrated business intelligence capabilities, functional and flexible dashboards, trend analysis, and scalability. This ensures brands deploy effective self-service mechanisms, optimize digital containment, and generate the strongest possible ROI from their customer journey technology investment.
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. The Stevie Awards organizes several of the world’s leading business awards programs including the prestigious American Business AwardsSM and International Business AwardsSM.
Michael Gallagher, president and founder of the Stevie Awards “Entries to the Stevie Awards for Sales & Customer Service continue to grow every year, further validating the essential role good customer service plays in business success. We congratulate NICE for standing out in two of our New Product and Service categories, demonstrating the company’s commitment to excellence and innovation, and its ongoing contribution to the customer service industry.”
Miki Migdal, president of the NICE Enterprise Product Group “We’re very proud that NICE was selected out of more than 2,300 nominations to receive two Stevie Awards. NICE is constantly innovating and developing new solutions to help organizations reinvent customer service. The recognition we’ve received further positions NICE among the movers and shakers in the market, and reinforces our commitment to technology leadership.”