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News : NICE Named Leader in Customer Interaction Analytics by Ovum
Ra'anana, Israel, Oct 22, 2014 -- NICE Systems announces that it has been recognized by research firm Ovum as a leader in the Customer Interaction Analytics market. The research explores the ability of vendors to handle multichannel customer interactions and map these to agent performance data. The vendors evaluated were compared based on the strength and breadth of their technology capabilities, the views of their customers, and the impact that each company has in the market.
In the Ovum report, NICE customers expressed that they were particularly impressed with the company's integration across the tools in the NICE suite, its support and services, and the breadth of its products.
NICE Interaction Analytics enables contact center managers and other service and marketing managers make timely, better-informed decisions and drive action to improve service processes. Analytics can be applied across channels, using patented algorithms to analyze speech, call flow, social media, email and online chat conversations, customer surveys and agents' desktop activity.
Posted by Veronica Silva Cusi, news correspondent
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About NICE Systems:
NICE (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.
Ovum, the analyst and consulting company, is an advisor on telecoms, software and IT services. Resolutely independent, Ovum advises large corporates, IT and software vendors, IT service providers, telecoms operators, regulators, service providers and equipment suppliers. It analyses the commercial impact of technology and market changes and has a real strength in advising on the developments where telecoms, software and IT services interact.
Published: Friday, October 24, 2014