Israel’s NICE Systems is the winner of a 2014 Latin America Best Practices Award from global analyst and consultancy firm Frost & Sullivan. NICE was named as the Customer Value Leader in the Contact Center Big Data Applications Market and was honored at a dinner gala held January 29 in Sao Paulo, Brazil.
“NICE‘s ability to remain in the top tier in the contact center analytics solutions space is contributed largely to how well it understands the needs of its customers as well as the key trends and dynamics influencing the industry. Presently, Big Data and real-time decisions are the key components of NICE’s success, ” said Guilherme Campos, an industry analyst from Frost & Sullivan.
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Winning companies were selected based on their ability to encourage significant growth in their industries, to identify emerging trends in the market, and to create advanced technologies that will transform industries in the near future.
The NICE Customer Engagement Analytics (CEA) solutions allow organizations to effectively manage Big Data in order to drive an exceptional and consistent customer experience across the entire customer journey. It helps companies:
Capture and analyze cross-channel interactions, transactions, and events;
Sequence events in order to understand and visualize the individual customer journeys; Understand context, uncover patterns, predict customer needs, and personalize interactions; and Use real-time decisioning to determine the next best action.
According to Frost & Sullivan, “NICE has systematically built a full spectrum of analytics capabilities that allow organizations to effectively marry the twin goals of reducing costs and improving customers’ experience. NICE’s analytics tools assist organizations in enhancing customer and employee engagement. Such analytics solutions not only address concerns in the contact center but also in the back office, throughout the branches, and across other channels such as retail, mobile, and self-service.”
“NICE has always had a great passion to innovate and we are honored to be recognized by Frost & Sullivan for our solutions, ” said Tom Dziersk, President of NICE Systems Americas. “This game-changing solution will help our customers continuously shape the multi-channel customer journey by knowing the customer, acting in real-time and driving employee engagement in all industry sectors.”
