NICE Works with Microsoft to Help Joint Customers Leverage Real-time Cross-channel Analytics to Optimize Customer Dynamics
Poster: SySAdmin
Posted on March 22, 2010 at 3:14:02 PM
NICE Works with Microsoft to Help Joint Customers Leverage Real-time Cross-channel Analytics to Optimize Customer Dynamics
NICE's business solutions will help Microsoft Communications Server '14' customers capture customer intent, reveal insights, and impact business performance
RA'ANANA, Israel, and ORLANDO, Fla., March 22 -- NICE Systems Ltd. (NASDAQ:NICE), a Microsoft Gold Certified Partner and a leading global provider of advanced solutions that enable enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety, today announced that it is working with Microsoft Corp. to help Microsoft Communications Server "14" customers optimize the value of customer interactions. Through this offering, customers can benefit from NICE's real-time, cross-channel interaction analytics to impact customer interactions as they occur and use the insights gained to impact their organization's business performance. Optimizing Customer Dynamics with NICE and Microsoft will be showcased at VoiceCon 2010, March 22-25, Orlando, Florida, at the Microsoft booth #931.
Companies interact with their customers across an expanding and increasingly complex cross-channel interaction landscape. NICE helps companies understand and optimize their Customer Dynamics -- the ongoing exchanges between businesses and customers across all touch points, including chat and voice interactions handled by Communications Server "14."
"Communications Server '14' transforms every communication into an interaction that is more collaborative, engaging and accessible," said Yancey Smith, director of Communications Server Product Management at Microsoft. "Microsoft is excited to work with NICE to help our customers enhance capturing, recording and analysis of customer interactions."
NICE SmartCenter, an integrated suite of targeted business solutions and applications, gives businesses the ability to optimize their Customer Dynamics by capturing the intent of both customer and business, analyzing the intent to reveal insights and using these insights to drive actions that have a real-time impact on business performance. Taking charge of the complex interactions with customers delivers value across a wide range of business imperatives. These include ensuring compliance and mitigating risk, streamlining operational performance, differentiating the customer experience and expanding value beyond the contact center into sales and marketing organizations, the back office, and ultimately, the entire enterprise.
"Taking charge of Customer Dynamics allows enterprises in all industries to build customer loyalty, as well as maximize profitability and ensure regulatory compliance," said Udi Ziv, President Enterprise Product Group, NICE Systems. "We are excited to enable Microsoft Communications Server '14' customers to benefit from the NICE offering, particularly Interaction Analytics, so that they may enhance their compliance efforts, expand their ability to capture and analyze web and voice interactions, and provide a more satisfying customer experience while increasing overall business efficiency."
About NICE SmartCenter
NICE SmartCenter is the premier solution suite for helping companies optimize Customer Dynamics, with unique capabilities for capturing customer and business intent, analyzing interactions and transactions for insight, and generating impact on the interaction and the business. NICE SmartCenter includes pre-packaged business solutions that address specific business issues, powered by best-in-class functional components spanning call recording, quality management, workforce management, cross-channel interaction analytics, including speech analytics, real-time guidance, and performance management. The business solutions capture, analyze and impact customer interactions in real time, across a variety of channels, from audio, email and chat to social media and text messaging. The solutions include nine packaged offerings: Customer Churn Reduction, Sales Effectiveness, Customer Experience, Marketing Effectiveness, Collections Optimization, Quality Optimization, First Contact Resolution Optimization, Average Handle Time Optimization, and Compliance Management. These solutions can be deployed on premise, in a hosted model, or via a managed service, and can be implemented stand-alone or fully integrated with customer relationship management and business intelligence solutions.
About NICE Systems
NICE Systems (NASDAQ:NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data -- from telephony, web, email, radio, video, and other data sources. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including over 80 of the Fortune 100 companies. More information is available at http://www.nice.com.
Corporate Media
Galit Belkind NICE Systems +1 877 245 7448
galit.belkind@nice.com
Investors
Daphna Golden NICE Systems +1 877 245 7449
ir@nice.com
Trademark Note: 360 degree View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Messr Ziv, are based on the current expectations of the management of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company's customer base (particularly financial services firms) and the resulting uncertainties; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.
Source: NICE Systems Ltd.
CONTACT: Corporate Media, Galit Belkind,
mailto:galit.belkind@nice.com+1-877-245-7448, galit.belkind@nice.com, or
Investors, Daphna Golden, +1-877-245-7449, ir@nice.com, both of NICE Systems
Web Site: http://www.nice.com/
NICE's business solutions will help Microsoft Communications Server '14' customers capture customer intent, reveal insights, and impact business performance
RA'ANANA, Israel, and ORLANDO, Fla., March 22 -- NICE Systems Ltd. (NASDAQ:NICE), a Microsoft Gold Certified Partner and a leading global provider of advanced solutions that enable enterprises and security organizations to extract Insight from Interactions, transactions and surveillance to drive business performance, reduce risk and ensure safety, today announced that it is working with Microsoft Corp. to help Microsoft Communications Server "14" customers optimize the value of customer interactions. Through this offering, customers can benefit from NICE's real-time, cross-channel interaction analytics to impact customer interactions as they occur and use the insights gained to impact their organization's business performance. Optimizing Customer Dynamics with NICE and Microsoft will be showcased at VoiceCon 2010, March 22-25, Orlando, Florida, at the Microsoft booth #931.
Companies interact with their customers across an expanding and increasingly complex cross-channel interaction landscape. NICE helps companies understand and optimize their Customer Dynamics -- the ongoing exchanges between businesses and customers across all touch points, including chat and voice interactions handled by Communications Server "14."
"Communications Server '14' transforms every communication into an interaction that is more collaborative, engaging and accessible," said Yancey Smith, director of Communications Server Product Management at Microsoft. "Microsoft is excited to work with NICE to help our customers enhance capturing, recording and analysis of customer interactions."
NICE SmartCenter, an integrated suite of targeted business solutions and applications, gives businesses the ability to optimize their Customer Dynamics by capturing the intent of both customer and business, analyzing the intent to reveal insights and using these insights to drive actions that have a real-time impact on business performance. Taking charge of the complex interactions with customers delivers value across a wide range of business imperatives. These include ensuring compliance and mitigating risk, streamlining operational performance, differentiating the customer experience and expanding value beyond the contact center into sales and marketing organizations, the back office, and ultimately, the entire enterprise.
"Taking charge of Customer Dynamics allows enterprises in all industries to build customer loyalty, as well as maximize profitability and ensure regulatory compliance," said Udi Ziv, President Enterprise Product Group, NICE Systems. "We are excited to enable Microsoft Communications Server '14' customers to benefit from the NICE offering, particularly Interaction Analytics, so that they may enhance their compliance efforts, expand their ability to capture and analyze web and voice interactions, and provide a more satisfying customer experience while increasing overall business efficiency."
About NICE SmartCenter
NICE SmartCenter is the premier solution suite for helping companies optimize Customer Dynamics, with unique capabilities for capturing customer and business intent, analyzing interactions and transactions for insight, and generating impact on the interaction and the business. NICE SmartCenter includes pre-packaged business solutions that address specific business issues, powered by best-in-class functional components spanning call recording, quality management, workforce management, cross-channel interaction analytics, including speech analytics, real-time guidance, and performance management. The business solutions capture, analyze and impact customer interactions in real time, across a variety of channels, from audio, email and chat to social media and text messaging. The solutions include nine packaged offerings: Customer Churn Reduction, Sales Effectiveness, Customer Experience, Marketing Effectiveness, Collections Optimization, Quality Optimization, First Contact Resolution Optimization, Average Handle Time Optimization, and Compliance Management. These solutions can be deployed on premise, in a hosted model, or via a managed service, and can be implemented stand-alone or fully integrated with customer relationship management and business intelligence solutions.
About NICE Systems
NICE Systems (NASDAQ:NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data -- from telephony, web, email, radio, video, and other data sources. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including over 80 of the Fortune 100 companies. More information is available at http://www.nice.com.
Corporate Media
Galit Belkind NICE Systems +1 877 245 7448
galit.belkind@nice.com
Investors
Daphna Golden NICE Systems +1 877 245 7449
ir@nice.com
Trademark Note: 360 degree View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Messr Ziv, are based on the current expectations of the management of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company's customer base (particularly financial services firms) and the resulting uncertainties; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.
Source: NICE Systems Ltd.
CONTACT: Corporate Media, Galit Belkind,
mailto:galit.belkind@nice.com+1-877-245-7448, galit.belkind@nice.com, or
Investors, Daphna Golden, +1-877-245-7449, ir@nice.com, both of NICE Systems
Web Site: http://www.nice.com/