NICE SmartCenter’s Interaction Analytics Solution Wins SearchCRM.com 2007 Product of the Year in Speech Analytics Category
Panel Rates NICE Advanced Analytics Number One Second Year in a Row, Based on Its Innovation, Performance, Functionality, and Value
RA'ANANA, Israel--NICE Systems Ltd. (NASDAQ:NICE), a leading global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced that TechTarget’s SearchCRM.com selected the NICE SmartCenter’s Interaction Analytics solution as Speech Analytics Product of the Year in its “2007 Products of the Year” awards. The NICE solution was selected from among fifty products in eight categories, by the SearchCRM.com editorial staff, in conjunction with a team of users, industry experts, analysts, and consultants. The NICE solution was noted as the clear winner for its innovation and value to customers, as well for going beyond speech analytics and being the most complete product. NICE was selected as the product of the year award winner in the speech analytics category for the second year in a row.
Donna Fluss, President of DMG Consulting, commented, “Speech analytics is unique in its ability to provide timely insights into customer needs and wants. NICE has delivered an analytics offering that end users find compelling and valuable.”
NICE’s Interaction Analytics solution delivers business solutions for improving contact center operations and driving strategic enterprise initiatives such as improving customer loyalty and retention, and increasing sales and marketing effectiveness. The NICE solution enables organizations to leverage customer interactions to support data-driven business decisions through mass-analysis of customer interaction content, call categorization (e.g. by product line or analysis type – such as ‘satisfaction’), trending (i.e. whether there was an increase or decrease in call type or in satisfaction levels), and a root-cause analysis of customer interactions that compiles and cross-references inputs from speech analysis results, telephony and other customer data sources.
“It is an honor for NICE that our solution has been named Product of the Year in the Speech Analytics category,” said Barak Eilam, VP and General Manager, Interaction Analytics at NICE. “Having been selected as the industry’s best reflects the great business value of NICE’s interaction analytics in delivering proven business solutions. NICE’s solution platform offers a multi-dimensional approach to analytics, which is complemented by the extensive domain expertise of our team, delivering solutions that are tightly aligned with business objectives and processes.”
NICE SmartCenter
NICE SmartCenter provides organizations with capabilities to improve performance at the agent, operational and enterprise levels. The solution drives contact center and enterprise performance by leveraging the synergies of the combined capabilities of NICE’s offering for interactions capture, quality management, interaction analytics, workforce management, performance management, coaching, and customer feedback; each the leading solution in its category, unified within a Service-Oriented Architecture (SOA) framework, providing powerful functionality with maximum flexibility.
About SearchCRM.com
SearchCRM.com is the Web's most relevant and extensive guide dedicated to Customer Relationship Management (CRM) decision makers. CRM is a business process that requires a special combination of customer-centric strategy and technical know-how and SearchCRM.com provides original daily news, expert tips, discussion forums, Webcasts and customized research that will help organizations develop, design and implement CRM initiatives. More information can be found at www.SearchCRM.com.
About NICE Systems
NICE Systems (NASDAQ:NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data – from telephony, web, email, radio, video, and other data sources. NICE’s solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in 100 countries, including over 85 of the Fortune 100 companies. More information is available at http://www.nice.com.
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