NICE Systems (NICE) is offering a customer engagement analytics platform.
The product combines interaction and transaction analytics and lets companies look at big data generated by cross-channel customer engagement, NICE said Monday. The platform collects data across various sources including the web, email, phone and social media and can interpret structured and unstructured data. Information extracted from the analytics can be used to shape business policies, processes and coaching.
The first customer engagement analytics platform offered is call volume reduction. Additional modules for sales optimization and voice of the customer are expected for release in the near future, NICE said.
"Every customer journey provides a wealth of information about the individual and the service organization that can be harnessed for better business results," Yochai Rozenblat, president of the NICE customer interactions group, said in a news release. "Our big data analytics platform provides organizations with the right tools and technologies to help them improve business performance. By delivering insights from the vast amount of data collected across interactions and transactions, our platform empowers organizations to better understand customers and their needs and to operationalize these insights in order to provide an exceptional customer experience."
NICE provides software to analyze data, meet compliance guidelines and fight financial crime.
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