NICE Systems is the recipient of a 2012 Ventana Research Technology Innovation Award for operational innovation in the contact centre. NICE was recognised for its Cross-Channel Interaction Analytics solution, a technology that advances contact centre operations and promotes overall business effectiveness.
“I congratulate NICE for its win in the category of operational innovation in the contact centre,” said Mark Smith, CEO and Chief Research Officer, Ventana Research. “NICE’s solutions for the contact centre stands out with their analytics technology, which has helped many businesses streamline their operations by engaging in more effective customer interactions across channels.”
“Customer interactions are becoming increasingly complex to manage, as customers today have more choices across more channels. In this environment, businesses must have the necessary tools to address customer needs and provide excellent service before these customers even reach the contact centre,” said Yochai Rozenblat, President of the NICE Enterprise Group.
“Our interaction analytics technology is impressive, but also practical. It helps businesses effectively manage customer interactions in order to reduce call volume and improve business operations.”