Israel’s NICE Systems announced that two of its solutions have been named as 2015 Products of the Year by TMC CUSTOMER Magazine. NICE was recognized for the second consecutive year for its Customer Engagement Analytics platform and NICE Fizzback solution, both of which it says help organizations better understand customer needs across channels and touch points in order to improve the customer’s experience.
The company boasts that its Customer Engagement Analytics creates a complete view of the customer journey by capturing and analyzing all customer interactions, transactions and events. By leveraging Big Data, interaction analytics and predictive models, it helps organizations map individual customer behavior across time and touch points in order to understand context, uncover patterns, predict customer needs, and personalize interactions in real time. This drives business initiatives like call volume reduction and sales optimization, and can tie into Voice of the Customer programs.
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The NICE Fizzback solution, it asserts, enables organizations to better understand customer needs and preferences by extracting insights from real-time customer feedback. Organizations can quickly and easily understand the key drivers of customer dissatisfaction and take action for immediate improvement. Feedback can also be used to promote frontline staff coaching and reward high performers.
Miki Migdal, President of the NICE Enterprise Product Group said that, “NICE is committed to ongoing product innovation to help organizations exceed their customers’ expectations and deliver a high return on investment. These awards from TMC CUSTOMER magazine reinforce our position as a leading provider of customer experience solutions, which enable organizations to engage with their customers across channels and touch points and take action to improve the customer journey at every step.”
Rich Tehrani, CEO, TMC stated, “NICE is a prominent player in the market that has shown its dedication to providing quality solutions that benefit the customers’ overall experience. We are proud to recognize NICE in our 2015 Product of the Year awards, and look forward to seeing new developments in the coming year.”
The 17th annual Product of the Year award winners will be published in the January/February 2015 issue of CUSTOMER magazine.