NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience
Poster: SySAdmin
Posted on March 20, 2012 at 6:07:01 AM
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience
The combined direct and indirect Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results
RA'ANANA, Israel, March 20, 2012/PRNewswire-FirstCall/ --
NICE (NASDAQ: NICE), announced today that it has integrated its NICE Interaction
Management platform with its NICE Fizzback real-time customer feedback
[http://www.nice.com/smartcenter-suite/real-time-customer-feedback ] solution. The combined
offering automatically generates requests for customer feedback at the end of an
interaction and correlates individual customer feedback results with related interaction
data. By consolidating this information into a single view, enterprises can gain deep and
valuable insight into the root cause of specific customer dissatisfaction as well as the
different aspects of the customer experience [http://www.nice.com/customer-experience ].
NICE Interaction Management customers can now automatically trigger post-call surveys,
without the need for integration to their Customer Relationship Management (CRM) system.
In addition, when a customer responds to the post-call NICE Fizzback survey, call center
managers will be able to simply click and access the actual voice interaction from NICE
Interaction Management. By gaining a more holistic picture of the interaction,
organizations can quickly respond to individual customer needs as well as discover new
best practices, improve operational processes and proactively reduce churn.
More than 150 million interaction-related customer feedbacks have been collected with
NICE Fizzback. Its unique approach generates game-changing response rates of up to 50%,
which is significantly higher than industry norms at under 10%, as it motivates consumers
to provide relevant feedback at the moment of interaction. Additionally, consumers provide
feedback about their experience rather than only about what was asked in a survey. NICE
Fizzback, integrated with NICE Interaction Management will enable organizations to better
understand their customers' perceptions, while improving customer experience at the
various enterprise touch points.
"Integrating NICE Interaction Management with NICE Fizzback demonstrates our
commitment to providing our customers with one cohesive, powerful solution. Existing NICE
Interaction Management customers will immediately realize a greater combined value when
selecting NICE Fizzback as their real-time direct feedback solution," said Udi Ziv,
President of the NICE Enterprise Group. "The ability to easily correlate customer feedback
with the interaction is an important step for organizations that want to drive their
business by Voice of the Customer [http://www.nice.com/voice-of-the-customer-solutions ]."
NICE's Enterprise Offering enables organizations to impact every customer interaction
with targeted solutions for enhancing the customer experience, increasing service-to-sales
revenue, streamlining operational efficiency, and complying to policies and regulations.
Driven by real-time, cross-channel analytics [http://www.nice.com/cross-channel-analytics
] - including speech analytics [http://www.nice.com/speech-analytics ], text analytics,
feedback analytics, web, and social media analytics - and coupled with real-time
decisioning and guidance, NICE Enterprise solutions are implemented by contact centers of
all sizes, branch networks, retail stores, trading floors, and back office operations.
About NICE
NICE (NASDAQ: NICE) is the worldwide leader of intent-based solutions that capture and
analyze interactions and transactions, realize intent, and extract and leverage insights
to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE
solutions enable organizations to improve business performance, increase operational
efficiency, prevent financial crime, ensure compliance, and enhance safety and security.
NICE serves over 25,000 organizations in the enterprise and security sectors, representing
a variety of sizes and industries in more than 150 countries, and including over 80 of the
Fortune 100 companies. http://www.nice.com.
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: http://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 Messer Ziv, are based on the current expectations of the
management of NICE-Systems Ltd. (the Company) only, and 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) and the resulting uncertainties; 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; pressure on pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. 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.
Corporate Media Contact
Erik Snider, +1-877-245-7448, erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635, ir@nice.com, ET
Anat Earon-Heilborn +972-9-775-3798, ir@nice.com, CET
Source: NICE Systems Ltd.
The combined direct and indirect Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results
RA'ANANA, Israel, March 20, 2012/PRNewswire-FirstCall/ --
NICE (NASDAQ: NICE), announced today that it has integrated its NICE Interaction
Management platform with its NICE Fizzback real-time customer feedback
[http://www.nice.com/smartcenter-suite/real-time-customer-feedback ] solution. The combined
offering automatically generates requests for customer feedback at the end of an
interaction and correlates individual customer feedback results with related interaction
data. By consolidating this information into a single view, enterprises can gain deep and
valuable insight into the root cause of specific customer dissatisfaction as well as the
different aspects of the customer experience [http://www.nice.com/customer-experience ].
NICE Interaction Management customers can now automatically trigger post-call surveys,
without the need for integration to their Customer Relationship Management (CRM) system.
In addition, when a customer responds to the post-call NICE Fizzback survey, call center
managers will be able to simply click and access the actual voice interaction from NICE
Interaction Management. By gaining a more holistic picture of the interaction,
organizations can quickly respond to individual customer needs as well as discover new
best practices, improve operational processes and proactively reduce churn.
More than 150 million interaction-related customer feedbacks have been collected with
NICE Fizzback. Its unique approach generates game-changing response rates of up to 50%,
which is significantly higher than industry norms at under 10%, as it motivates consumers
to provide relevant feedback at the moment of interaction. Additionally, consumers provide
feedback about their experience rather than only about what was asked in a survey. NICE
Fizzback, integrated with NICE Interaction Management will enable organizations to better
understand their customers' perceptions, while improving customer experience at the
various enterprise touch points.
"Integrating NICE Interaction Management with NICE Fizzback demonstrates our
commitment to providing our customers with one cohesive, powerful solution. Existing NICE
Interaction Management customers will immediately realize a greater combined value when
selecting NICE Fizzback as their real-time direct feedback solution," said Udi Ziv,
President of the NICE Enterprise Group. "The ability to easily correlate customer feedback
with the interaction is an important step for organizations that want to drive their
business by Voice of the Customer [http://www.nice.com/voice-of-the-customer-solutions ]."
NICE's Enterprise Offering enables organizations to impact every customer interaction
with targeted solutions for enhancing the customer experience, increasing service-to-sales
revenue, streamlining operational efficiency, and complying to policies and regulations.
Driven by real-time, cross-channel analytics [http://www.nice.com/cross-channel-analytics
] - including speech analytics [http://www.nice.com/speech-analytics ], text analytics,
feedback analytics, web, and social media analytics - and coupled with real-time
decisioning and guidance, NICE Enterprise solutions are implemented by contact centers of
all sizes, branch networks, retail stores, trading floors, and back office operations.
About NICE
NICE (NASDAQ: NICE) is the worldwide leader of intent-based solutions that capture and
analyze interactions and transactions, realize intent, and extract and leverage insights
to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE
solutions enable organizations to improve business performance, increase operational
efficiency, prevent financial crime, ensure compliance, and enhance safety and security.
NICE serves over 25,000 organizations in the enterprise and security sectors, representing
a variety of sizes and industries in more than 150 countries, and including over 80 of the
Fortune 100 companies. http://www.nice.com.
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: http://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 Messer Ziv, are based on the current expectations of the
management of NICE-Systems Ltd. (the Company) only, and 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) and the resulting uncertainties; 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; pressure on pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. 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.
Corporate Media Contact
Erik Snider, +1-877-245-7448, erik.snider@nice.com
Investors
Marty Cohen, +1-212-574-3635, ir@nice.com, ET
Anat Earon-Heilborn +972-9-775-3798, ir@nice.com, CET
Source: NICE Systems Ltd.