NICE Executive Networking Series to Present Advanced Solutions and Strategies for Call Volume Reduction and Next Call Prevention
Poster: SySAdmin
Posted on September 5, 2012 at 6:14:01 AM
NICE Executive Networking Series to Present Advanced Solutions and Strategies for Call Volume Reduction and Next Call Prevention
'Shaping Interactions as they Happen' will bring together industry leaders to discuss best practices for proactively addressing customer needs and preventing unnecessary interactions
RUTHERFORD, New Jersey, September 5, 2012/PRNewswire-FirstCall/ --
NICE Systems (NASDAQ: NICE) today announced that it will showcase its real-time
analytics technology and call reduction strategies during an executive networking series
about Shaping Interactions as they Happen. Taking place on September 12-24, 2012 with four
stops across North America, these events will bring together industry thought leaders to
discuss optimizing customer interactions by promoting first-contact resolution
[http://www.nice.com/operational-efficiency/first-contact-resolution ] and proactively
preventing unnecessary calls.
"Companies should welcome customer interactions. However, they must be able to
identify and carry out constructive interactions, which resolve customer issues, create
high satisfaction, lower operational costs, and generate revenues," said Barak Eilam,
President of NICE Americas. "By tracking the customer journey across channels, identifying
what drives customer behavior, and predicting what the customer's next move will be,
enterprises are able to shape interactions as they happen, thereby achieving better
results."
Kicking off the series, the NICE Executive Breakfast in Kansas City on September 12th
will bring together several NICE customers and a NICE expert to share best practices on
how to deliver excellent customer service and Own the Decisive Moment(TM).
Jason Pointelin, Manager of Analytics and Performance Management Systems at Sprint,
will deliver a case study on the use of analytics to understand the reasons behind
different call types. By leveraging this information, Sprint has been able to proactively
handle customer needs during the first interaction, reduce call volumes, and increase
overall agent performance.
Martha Rogers, Ph.D., Founding Partner at Peppers & Rogers Group, will lead an
interactive discussion on the value of cross-channel analytics
[http://www.nice.com/cross-channel-analytics ] in determining the ideal customer support
mix for creating valuable customer experiences. Her session will focus on best responses
to customers via social media, the contact center, and self-service, to help reduce call
volumes and other costs while improving customer inquiry resolution and demonstrable
long-term customer trust and loyalty.
Matthew Storm, Director of Innovation and Solutions at NICE, will discuss the role of
Real-Time Interaction Analytics
[http://www.nice.com/smartcenter-suite/interaction-analytics ] in helping agents understand
the full context of each interaction and guiding them to the next-best-action during the
interaction.
The NICE solutions identify and analyze repeat customer calls in order to understand
what the underlying cause is, for example, agent knowledge gaps or process failures. The
analytics technology also detects patterns of behavior across the customer journey -
information that is used to anticipate and proactively meet customer needs in order to
prevent the next call. By implementing these solutions, businesses can reduce call volumes
by up to 25 percent, making operations more efficient while also improving customer
satisfaction and loyalty.
The Shaping Interactions as they Happen series will include a variety of additional
events and webinars. For more information and to register, visit:
http://www.shapeinteractions.com
- Webinar: Shaping Interactions as they Happen with Real-Time Speech
Analytics - September 13, 2012
- North East Contact Center Forum, Fall Event - Weston, MA, September 18, 2012
- NICE Executive Networking Event: Wine Pairing - Montreal, September 19, 2012
- Webinar: Shaping Interactions as they Happen: Predict and Prevent the Next One
- September 20, 2012
- NICE Executive Networking Event: Twins vs. Yankees - Minneapolis, September
24, 2012
NICE's Customer Interaction Management [http://www.nice.com/enterprise ] Offering
enables organizations to impact the full lifecycle of every customer interaction by being
well-prepared for each interaction, shaping the interaction in real time as it happens,
and driving improvement across the enterprise for the next interaction. Driven by
real-time, cross-channel analytics and Voice of the Customer
[http://www.nice.com/voice-of-the-customer-solutions ] insights, it offers targeted
solutions for enhancing the customer experience, streamlining operational efficiency
across the enterprise, improving employee performance, increasing service-to-sales
revenue, and complying with policies and regulations. NICE Customer Interaction Management
solutions, including on-premise and SaaS, are implemented by contact centers of all sizes,
branches, retail stores, trading floors, and back office operations.
About NICE Systems
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver
strategic insights by capturing and analyzing mass quantities of structured and
unstructured data in real time from multiple sources, including, phone calls, mobile apps,
emails, chat, social media, and video. NICE's solutions enable organizations to take the
Next-Best-Action to improve customer experience and business results, ensure compliance,
fight financial crime, and safeguard people and assets. NICE solutions are used by over
25,000 organizations in more than 150 countries, 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 statements by Messer Eilam, 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.
'Shaping Interactions as they Happen' will bring together industry leaders to discuss best practices for proactively addressing customer needs and preventing unnecessary interactions
RUTHERFORD, New Jersey, September 5, 2012/PRNewswire-FirstCall/ --
NICE Systems (NASDAQ: NICE) today announced that it will showcase its real-time
analytics technology and call reduction strategies during an executive networking series
about Shaping Interactions as they Happen. Taking place on September 12-24, 2012 with four
stops across North America, these events will bring together industry thought leaders to
discuss optimizing customer interactions by promoting first-contact resolution
[http://www.nice.com/operational-efficiency/first-contact-resolution ] and proactively
preventing unnecessary calls.
"Companies should welcome customer interactions. However, they must be able to
identify and carry out constructive interactions, which resolve customer issues, create
high satisfaction, lower operational costs, and generate revenues," said Barak Eilam,
President of NICE Americas. "By tracking the customer journey across channels, identifying
what drives customer behavior, and predicting what the customer's next move will be,
enterprises are able to shape interactions as they happen, thereby achieving better
results."
Kicking off the series, the NICE Executive Breakfast in Kansas City on September 12th
will bring together several NICE customers and a NICE expert to share best practices on
how to deliver excellent customer service and Own the Decisive Moment(TM).
Jason Pointelin, Manager of Analytics and Performance Management Systems at Sprint,
will deliver a case study on the use of analytics to understand the reasons behind
different call types. By leveraging this information, Sprint has been able to proactively
handle customer needs during the first interaction, reduce call volumes, and increase
overall agent performance.
Martha Rogers, Ph.D., Founding Partner at Peppers & Rogers Group, will lead an
interactive discussion on the value of cross-channel analytics
[http://www.nice.com/cross-channel-analytics ] in determining the ideal customer support
mix for creating valuable customer experiences. Her session will focus on best responses
to customers via social media, the contact center, and self-service, to help reduce call
volumes and other costs while improving customer inquiry resolution and demonstrable
long-term customer trust and loyalty.
Matthew Storm, Director of Innovation and Solutions at NICE, will discuss the role of
Real-Time Interaction Analytics
[http://www.nice.com/smartcenter-suite/interaction-analytics ] in helping agents understand
the full context of each interaction and guiding them to the next-best-action during the
interaction.
The NICE solutions identify and analyze repeat customer calls in order to understand
what the underlying cause is, for example, agent knowledge gaps or process failures. The
analytics technology also detects patterns of behavior across the customer journey -
information that is used to anticipate and proactively meet customer needs in order to
prevent the next call. By implementing these solutions, businesses can reduce call volumes
by up to 25 percent, making operations more efficient while also improving customer
satisfaction and loyalty.
The Shaping Interactions as they Happen series will include a variety of additional
events and webinars. For more information and to register, visit:
http://www.shapeinteractions.com
- Webinar: Shaping Interactions as they Happen with Real-Time Speech
Analytics - September 13, 2012
- North East Contact Center Forum, Fall Event - Weston, MA, September 18, 2012
- NICE Executive Networking Event: Wine Pairing - Montreal, September 19, 2012
- Webinar: Shaping Interactions as they Happen: Predict and Prevent the Next One
- September 20, 2012
- NICE Executive Networking Event: Twins vs. Yankees - Minneapolis, September
24, 2012
NICE's Customer Interaction Management [http://www.nice.com/enterprise ] Offering
enables organizations to impact the full lifecycle of every customer interaction by being
well-prepared for each interaction, shaping the interaction in real time as it happens,
and driving improvement across the enterprise for the next interaction. Driven by
real-time, cross-channel analytics and Voice of the Customer
[http://www.nice.com/voice-of-the-customer-solutions ] insights, it offers targeted
solutions for enhancing the customer experience, streamlining operational efficiency
across the enterprise, improving employee performance, increasing service-to-sales
revenue, and complying with policies and regulations. NICE Customer Interaction Management
solutions, including on-premise and SaaS, are implemented by contact centers of all sizes,
branches, retail stores, trading floors, and back office operations.
About NICE Systems
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver
strategic insights by capturing and analyzing mass quantities of structured and
unstructured data in real time from multiple sources, including, phone calls, mobile apps,
emails, chat, social media, and video. NICE's solutions enable organizations to take the
Next-Best-Action to improve customer experience and business results, ensure compliance,
fight financial crime, and safeguard people and assets. NICE solutions are used by over
25,000 organizations in more than 150 countries, 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 statements by Messer Eilam, 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.