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News : NICE Unveils Journey Excellence Score, a Metric Measuring Omnichannel Customer Experiences

#contactcenterworld, @NICELtd

Hoboken, N.J. -- NICE (Nasdaq: NICE) announced the Journey Excellence Score (JES), a new metric designed to precisely measure the quality of customer experience across multiple channels and in even the most complex interactions over time. Incorporated in the latest version of the NICE Customer Journey Optimization solution made generally available, JES offers a consistent method of gauging customer experience, thus enabling organizations to identify gaps and bottlenecks in customers’ journeys, and allowing them to shape future journeys via the insights captured and by predicting potential outcomes.

Although many methods of customer experience measurement exist today, using one or even several of them still falls short of precisely representing service quality owing to low participation rates for surveys, lack of root cause clarity, siloed or single touch point views and outdated and ineffective post interaction measurements.

The Journey Excellence Score metric by NICE Nexidia provides a unified, end-to-end view of customer experience across all touchpoints and relationships by combining hundreds of attributes from multi-touch interactions with sentiment scores and survey responses as well as with qualitative and quantitative measurements of journey effort, such as the number of channels used, repeat interactions and duration of the journey and more. 

Miki Migdal, President, NICE Enterprise Product Group, said, "Customer experience has come to the forefront in distinguishing industry leaders from followers. As more organizations understand the prominence of customer experience as a key differentiator and prioritize it, innovative analytics solutions that help organize, analyze and operationalize customer journeys to drive the outcomes their customers expect will be critical to success. The Journey Excellence Score enables service professionals to quickly identify and share any gaps and bottlenecks that need to be addressed within the customer journey in a format that can be easily understood. I’m excited that the Journey Excellence Score is now available to enable organizations to move to the next level of sophistication in their customer journey analytics programs."

#contactcenterworld, @NICELtd


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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Today's Tip of the Day - First Contact

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

Published: Thursday, November 15, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445
 

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