Welcome!

Mobile IoT Authors: Yeshim Deniz, Pat Romanski, Elizabeth White, Dana Gardner, Zakia Bouachraoui

News Feed Item

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

Companies can now marry cross-channel Voice of the Customer insights with journey mapping and prediction to guide the next best action, and deliver an exceptional customer experience

RA'ANANA, Israel, Aug. 6, 2015 /PRNewswire/ -- NICE Systems (NASDAQ: NICE) today 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.

With NICE Journey VoC, companies can easily see the customer effort score associated with a specific journey, calculated using direct customer feedback.  The solution's predictive capabilities also enable proactive engagement with customers to lower their effort score and improve their experience.

Consider, for example, a high value customer that was erroneously charged by her credit card company. While trying to dispute the charge, the customer struggles to find the right form needed to complete the process and becomes increasingly frustrated. Based on similar journeys that led to dissatisfaction among other customers, the predictive analytics engine can quickly identify the current issue and alert an agent to help guide the customer.

"By linking the entire customer journey with a robust voice-of-the-customer program, organizations can identify systemic weaknesses that must be addressed in order to refine the customer experience continuously," said Jeremy Cox, Principal Analyst at Ovum Research. "This is achieved by gathering and analyzing data in a way that provides a more comprehensive view of the customer profile and experience."

NICE Journey VoC combines two leading technologies – voice of the customer and journey mapping – to create a unique market solution that helps organizations reach all customers at risk (even those who aren't very vocal) to reduce potential churn or defection. By personalizing customer engagement, companies can improve sales opportunities and deliver proactive customer service to improve next call prevention, reduce customer effort, and improve the customer experience.

The NICE solution allows organizations to solicit customer feedback after the key stages in a customer's journey. Using key indicators such as CSAT, NPS, and customer effort, companies can evaluate how the customer experience stacks up against what they consider an "ideal" journey. They can also identify high effort/low satisfaction experiences in real time and proactively engage with the customer to create immediate improvements. All of these insights can be used to drive action at the individual level or aggregated to drive strategic-level action across the business.

Miki Migdal, President of the NICE Enterprise Product Group, said: "NICE Journey VoC is an innovative solution that we created to help businesses overcome the customer experience challenges that they face today. Linking VoC data to behavioral customer journeys allows companies to tap into hidden insights, improve predictive capabilities, better prioritize their customer experience initiatives, and drive action in a much more effective and efficient manner. In doing so, we believe they can significantly boost their return on investment compared to a VoC-only approach and lay the foundation for continuous customer experience improvements."

About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE's solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies. www.nice.com.

Corporate Media Contact
Erik Snider, +1 877 245 7448, [email protected]

Investors
Marty Cohen, +1 212 574 3635, [email protected], ET
Yisca Erez +972 9 775 3798, [email protected], CET

Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Systems. All other marks are trademarks of their respective owners. For a full list of NICE Systems' marks, please see: www.nice.com/nice-trademarks.

Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Migdal, are based on the current beliefs, expectations and assumptions of the management of NICE-Systems Ltd. (the Company). In some cases, such forward-looking statements can be identified by terms such as believe, expect, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company's customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

The NICE solution helps companies map every cross-channel journey to identify the "lowest effort" path, identify where customers diverged from the ideal journey, and intercept the journey when necessary to create immediate improvements.

Photo - http://photos.prnewswire.com/prnh/20150806/256291-INFO
Photo - http://photos.prnewswire.com/prnh/20150806/256292-INFO

 

To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/new-nice-solution-uses-voc-feedback-to-improve-customer-journey-in-real-time-300124771.html

SOURCE NICE Systems

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

IoT & Smart Cities Stories
The deluge of IoT sensor data collected from connected devices and the powerful AI required to make that data actionable are giving rise to a hybrid ecosystem in which cloud, on-prem and edge processes become interweaved. Attendees will learn how emerging composable infrastructure solutions deliver the adaptive architecture needed to manage this new data reality. Machine learning algorithms can better anticipate data storms and automate resources to support surges, including fully scalable GPU-c...
We are seeing a major migration of enterprises applications to the cloud. As cloud and business use of real time applications accelerate, legacy networks are no longer able to architecturally support cloud adoption and deliver the performance and security required by highly distributed enterprises. These outdated solutions have become more costly and complicated to implement, install, manage, and maintain.SD-WAN offers unlimited capabilities for accessing the benefits of the cloud and Internet. ...
Dion Hinchcliffe is an internationally recognized digital expert, bestselling book author, frequent keynote speaker, analyst, futurist, and transformation expert based in Washington, DC. He is currently Chief Strategy Officer at the industry-leading digital strategy and online community solutions firm, 7Summits.
As IoT continues to increase momentum, so does the associated risk. Secure Device Lifecycle Management (DLM) is ranked as one of the most important technology areas of IoT. Driving this trend is the realization that secure support for IoT devices provides companies the ability to deliver high-quality, reliable, secure offerings faster, create new revenue streams, and reduce support costs, all while building a competitive advantage in their markets. In this session, we will use customer use cases...
Machine learning has taken residence at our cities' cores and now we can finally have "smart cities." Cities are a collection of buildings made to provide the structure and safety necessary for people to function, create and survive. Buildings are a pool of ever-changing performance data from large automated systems such as heating and cooling to the people that live and work within them. Through machine learning, buildings can optimize performance, reduce costs, and improve occupant comfort by ...
René Bostic is the Technical VP of the IBM Cloud Unit in North America. Enjoying her career with IBM during the modern millennial technological era, she is an expert in cloud computing, DevOps and emerging cloud technologies such as Blockchain. Her strengths and core competencies include a proven record of accomplishments in consensus building at all levels to assess, plan, and implement enterprise and cloud computing solutions. René is a member of the Society of Women Engineers (SWE) and a m...
With 10 simultaneous tracks, keynotes, general sessions and targeted breakout classes, @CloudEXPO and DXWorldEXPO are two of the most important technology events of the year. Since its launch over eight years ago, @CloudEXPO and DXWorldEXPO have presented a rock star faculty as well as showcased hundreds of sponsors and exhibitors! In this blog post, we provide 7 tips on how, as part of our world-class faculty, you can deliver one of the most popular sessions at our events. But before reading...
Poor data quality and analytics drive down business value. In fact, Gartner estimated that the average financial impact of poor data quality on organizations is $9.7 million per year. But bad data is much more than a cost center. By eroding trust in information, analytics and the business decisions based on these, it is a serious impediment to digital transformation.
Charles Araujo is an industry analyst, internationally recognized authority on the Digital Enterprise and author of The Quantum Age of IT: Why Everything You Know About IT is About to Change. As Principal Analyst with Intellyx, he writes, speaks and advises organizations on how to navigate through this time of disruption. He is also the founder of The Institute for Digital Transformation and a sought after keynote speaker. He has been a regular contributor to both InformationWeek and CIO Insight...
Bill Schmarzo, Tech Chair of "Big Data | Analytics" of upcoming CloudEXPO | DXWorldEXPO New York (November 12-13, 2018, New York City) today announced the outline and schedule of the track. "The track has been designed in experience/degree order," said Schmarzo. "So, that folks who attend the entire track can leave the conference with some of the skills necessary to get their work done when they get back to their offices. It actually ties back to some work that I'm doing at the University of ...