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News : NICE Named a Leader in Journey Orchestration by Forrester Research

#contactcenterworld, @NICELtd, @forrester

Hoboken, NJ, USA, June, 2020 -- NICE (Nasdaq: NICE) announced that it has been acknowledged as a Leader by Forrester Research in "The Forrester Wave™: Journey Orchestration Platforms, Q2 2020" report. Among the vendors evaluated NICE received the highest possible scores in the Data Fusion category, highlighting the ability of its Customer Engagement Analytics (CEA) solution in helping organizations to efficiently connect disparate datasets. NICE also received the highest possible scores in the Planned Enhancements, User Research and Market Presence categories, and amongst the top scores in the Journey Discovery criteria. For a complimentary copy of the report, please click here.

In the report, Forrester Research noted " NICE uses analytics and AI to drive CX, digital, and workforce (agent) transformation. The platform combines structured data (interactive voice response [IVR], CRM, customer profile data, and VoC) and unstructured data (agent notes, text, and voice) at the journey, topic, word, sentiment, and personality level to optimize CX. The vendor has integrated offerings for IVR optimization, digital containment, interaction analytics, customer journey optimization, and real-time personalization. Use cases include sales effectiveness, churn, retention, and cost management." The report also noted, "the platform is a good fit for companies looking to transform customer and agent journeys and analyze unstructured data."

Barry Cooper, NICE Enterprise Group President, said, "As organizations go through unprecedented change in the pace and method in which they interact with customers, it is vital that they remain agile and leverage the power of analytics to optimize both the end customer’s experience and the cost to deliver it. We believe this report reflects the view of our customers and testifies to the direct connection between our AI-powered Customer Engagement Analytics solutions and improved customer journeys, experiences and loyalty."

#contactcenterworld, @NICELtd, @forrester

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About NICE Systems:
Company LogoNICE (NASDAQ: NICE), is a worldwide provider 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.
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About Forrester:
Company LogoForrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
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Today's Tip of the Day - Tools, Providers, Culture

Read today's tip or listen to it on podcast.

Published: Thursday, June 25, 2020

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2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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