Richard Snow's Analyst Perspectives

NICE Systems Delivers Customer Engage Platform

Posted by Ventana Research on Sep 29, 2014 6:31:19 AM

I recently wrote about NICE Systems expanding beyond workforce optimization, including more analytics in its product portfolio.

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Topics: Customer Analytics, Customer Experience, Speech Analytics, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

NICE Systems and Customer Engagement Analytics

Posted by Ventana Research on Sep 4, 2014 9:12:47 AM

I recently wrote about NICE Systems’ acquisition of Causata to enhance its analytics capabilities and expand from workforce optimization into customer experience management. NICE recently released Customer Engagement Analytics, which is designed to analyze customer interaction data to help companies improve the customer experience at every touch point. NICE calls this optimizing the customer journey.

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Topics: Customer Analytics, Customer Experience, Operational Performance Management (OPM), Analytics, Business Analytics, Business Intelligence, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM)