Tag Archives: NICE Systems

NICE introduces Total Voice of the Customer, Combining Surveys with Interaction Analytics

PRESS RELEASE: NICE Systems announced the launch of Total Voice of the Customer (TVOC), the latest addition to the NICE VOC suite of solutions. TVOC leverages NICE’s Voice of the Customer solution, alongside NICE’s unique Interaction Analytics capabilities and vast experience in recording calls and making sense of that information through analytics. Continue reading NICE introduces Total Voice of the Customer, Combining Surveys with Interaction Analytics

NICE Systems announced that it has entered an agreement to acquire Nexida

PRESS RELEASE: NICE Systems announced that it has entered an agreement to acquire Nexidia, a leading provider of advanced customer analytics. The new combined offering transforms the market by featuring analytics capabilities with unparalleled accuracy, scalability and performance, empowering organizations to significantly expand their analytics usage in critical business use cases. Continue reading NICE Systems announced that it has entered an agreement to acquire Nexida

NICE Collaborates with Microsoft to Introduce Multi-Channel Recording into Skype for Business

PRESS RELEASE: NICE Systems announced the compatibility of its multi-channel recording​ platform with Microsoft’s latest unified communications platform Skype for Business. Enterprises will benefit from having a single platform to manage both internal and external communications, while also being fully equipped to capture all customer interactions for security, compliance and quality management purposes. Continue reading NICE Collaborates with Microsoft to Introduce Multi-Channel Recording into Skype for Business

NICE announces new version of its NICE Engage Platform for contact centres

PRESS RELEASE: NICE Systems announced the new version of its NICE Engage Platform, which brings to contact centres the intuitive experience and ease of use found in consumer software. New capabilities such as 1-click interaction management, intelligence-driven automated scoring, data extraction tools and DIY system management, allow employees to focus on the customer and provide them with a perfect experience. Continue reading NICE announces new version of its NICE Engage Platform for contact centres

Hermes Group UK Chooses NICE’s Cloud-Based Workforce Management Solution

PRESS RELEASE: NICE Systems announced that Hermes Group UK has implemented NICE’s cloud-based Workforce Management (WFM) solution to improve operational efficiency and optimize workforce management. NICE’s solution was deployed in October 2015, delivered ‘live’ and on schedule for the busy holiday season. Continue reading Hermes Group UK Chooses NICE’s Cloud-Based Workforce Management Solution

NICE Positioned as a Leader by Gartner in the Magic Quadrant for Customer Engagement Center Workforce Optimization

PRESS RELEASE: NICE Systems announced it has been positioned by Gartner, Inc. in the “leaders” quadrant of the 2015 “Magic Quadrant for Customer Engagement Center Workforce Optimization” for the eighth consecutive year [1]. NICE was recognized by Gartner for its completeness of vision and ability to execute, based on the criteria listed in the report. Continue reading NICE Positioned as a Leader by Gartner in the Magic Quadrant for Customer Engagement Center Workforce Optimization

NICE Extends its Contact Center WFO Market Share Lead According to DMG Report

PRESS RELEASE: NICE Systems announced that it has again been acknowledged by DMG Consulting LLC as the worldwide leader in the contact center Workforce Optimization (WFO) market. According to DMG’s 2015 WFO Mid-Year Market Share Report, NICE holds a 38.4 and 39.1 percent market share in the contact center WFO and contact center voice recording segments, respectively.​ Continue reading NICE Extends its Contact Center WFO Market Share Lead According to DMG Report

Celcom Axiata Berhad Achieves 16-Point NPS Improvement with NICE Voice of the Customer Solution

PRESS RELEASE: NICE Systems announced that Celcom Axiata Berhad, a premier mobile telecommunications provider in Malaysia, has realized a significant improvement in customer satisfaction since implementing the NICE Fizzback​ solution in November 2014. Throughout its retail branches, NPS (net promoter score) has increased by 15 points, while its contact center operations have seen a 16-point NPS improvement. Continue reading Celcom Axiata Berhad Achieves 16-Point NPS Improvement with NICE Voice of the Customer Solution

NICE Implementation at PT Bank Permata Tbk Gains Recognition as Best CRM Project in Indonesia

PRESS RELEASE: NICE Systems announced that it is the winner of a 2015 Technology Implementation Award from The Asian Banker. NICE was recognized as the Best CRM Project in Indonesia following its successful implementation at PT Bank Permata Tbk (PermataBank). Continue reading NICE Implementation at PT Bank Permata Tbk Gains Recognition as Best CRM Project in Indonesia

New NICE Solution Uses VoC Feedback to Improve Customer Journey in Real Time

PRESS RELEASE: NICE Systems announced a new solution that will allow organizations to use Voice of the Customer (VoC) feedback, in combination with predictive analytics, to positively shape the customer journey in real time. By understanding customer attitudes at various points of engagement across channels and touch points, companies can intercept the journey when necessary and continually adapt it to reduce customer effort, improve retention, and enhance the entire customer experience. Continue reading New NICE Solution Uses VoC Feedback to Improve Customer Journey in Real Time

Got a Complaint? New NICE Solution Tackles Customer Grievances Head-on to Create Perfect Experiences

PRESS RELEASE: NICE Systems announced a new solution suite to help organizations manage customer dissatisfaction at an early stage, prevent the escalation of complaints, and proactively address the issues that lead to customer grievances. In doing so, the NICE Complaints Management Suite will help these companies improve the customer experience while also satisfying regulatory requirements. Continue reading Got a Complaint? New NICE Solution Tackles Customer Grievances Head-on to Create Perfect Experiences