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CIO Review >> Magazine >> May - 2016 issue

NICE Systems: Proffering Solutions that Capture Big Data to Furnish Actionable Insights


There is an abundance of information on BigData, Analytics and Predictive modeling that enable stellar customer experience management. However, to navigate through this information and filter through the noise and identify the valuable resources that can create great customer experiences is a tough task. With a mission to help customers build and strengthen their reputation by uncovering customer insights, predicting human intent and taking the right action to improve businesses is Israel headquartered NICE Systems. By capturing large amounts of structured and unstructured data (customer interactions and transactions) from multiple sources, the company incorporates analytics to provide real-time insight and to uncover intent. “Our solutions allow organizations to operate on this insight in real time and embed it within their daily business processes, empowering them to provide better service while motivating and engaging employees to identify potential risk to the enterprise,” says Sandeep Sharma MD, South Asia.

The company’s ‘NICE Customer Engagement Analytics’ and ‘NICE Total Voice of the Customer’ maps the customers’ journey thus enabling clients to take action in real time to drive desired business outcomes like channel containment, increased sales conversion and increased NPS to name a few. “Celcom Axiata Berhad, a premier mobile telecommunications provider in Malaysia, has realized a significant improvement in customer satisfaction since implementing the NICE Fizzback solution in November 2014. Throughout its retail branches, NPS (net promoter score) has increased by 15 points, while its contact center operations have seen a 16-point NPS improvement. The solution enabled Celcom to make strategic decisions based on the analysis of large amounts of customer data while providing managers and frontline employees increased visibility thus helping them take immediate action to prevent customer churn,” adds Sandeep.

Moreover, the solutions leverage an extensive experience of recording customer interactions like voice calls, emails and chat sessions to provide actionable insights from a wealth of unstructured data. Furthermore, by time stamping each customer interaction the instant it occurs, the solution organizes the data into a chronological timeline for each individual. “Our solutions not only understand the journey, but also predict what would be the next best action for an individual customer while identifying areas which improve self-service containment and optimize calls to the contact center.” comments Sandeep.

Providing solutions to more than 20,000 organizations in over 150 countries including 80 of the Fortune 100 companies, NICE Systems enjoys partnerships across an entire ecosystem from business partners and technology partners to strategic alliances. In an effort to enable B2C enterprises to deliver an effortless, consistent and personalized customer experience, NICE provides integrated solution suites that address the various business goals of organizations. With Indian offices spread out across Bangalore, Mumbai, Pune and New Delhi, NICE System’s comprehensive portfolio serves organizations across the multiple customer touch points, including the contact center, back office, branch, retails, mobile apps, social, and self-service. Observing the company’s list of successful implementations, it is quite safe to say that NICE is a vendor that one ought to watch out
for in 2016.