The product will enable business to respond immediately to customer intent to delivery what they want immediately.
NICE Systems Ltd. (Nasdaq: NICE; TASE: NICE) has launched a new real-time speech analytics product, which will enable organizations to understand customer intent during calls to call centers. The product automatically provides insights and next-best-action recommendations to agents, for immediate handling that benefits both the customer and the business.
NICE Enterprise Group president Udi Ziv said, "Impacting customer interactions in real time is a cornerstone of our vision for changing the way customers and organizations interact. We are proud to take our real-time offerings to the next level by integrating innovative real-time speech analytics to our cross-channel business solutions. This capability, combined with real-time next best-action guidance and cross-channel interaction analytics enables our customers to leverage our business solutions for unprecedented results in tackling their most strategic business issues."
Gartner Group research VP Michael Maoz said, "Contact centers are evolving into a strategic hub for businesses. After 20 years focused on efficiencies, customer service centers increasingly will bear the responsibility for customer loyalty and revenue generation. Real-time speech analytics is a technology that has been waiting for a market breakthrough." He added that the key for securing the customer relationship, improving satisfaction and loyalty, and ultimately driving revenue growth is to uncover customer intent in real time so that organizations can deliver exactly what customers need.
Published by Globes [online], Israel business news - www.globes-online.com - on January 25, 2011
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