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NICE Launches its Interaction Analytics Business Solutions as a Hosted Service for Rapid Time-to-Value and Low Total Cost of Ownership

Posted on: Wednesday, 17 June 2009, 06:00 CDT

RA'ANANA, Israel, June 17 /PRNewswire-FirstCall/ -- NICE Systems Ltd. (NASDAQ: NICE), a leading global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, today announced the availability of its market leading Interaction Analytics business solutions as a managed, hosted service, in addition to the already available on-premise deployment option. This offering enables organizations to leverage the full range of advanced capabilities of NICE's Interaction Analytics packaged business solutions for improving contact center operations and driving strategic enterprise initiatives with a quick return on investment (ROI) and low total cost of ownership (TCO). The solutions immediately available through the new service are First Call Resolution Optimization, Average Handle Time Reduction, Churn Reduction, Collections Optimization, and Improving Customer Satisfaction. Now, mid-size organizations can also gain immediate business value from out-of-the-box speech analytics based capabilities.

Jim Davies, Research Director at leading analyst firm, Gartner Inc., commented, "Implementing a customer insight strategy that includes an interaction analytics capability can be an important differentiator for organizations focusing on the customer experience and associated goals like satisfaction and retention. The ability for these solutions to be available as either an on-premise, hosted, or managed service deployment provides important flexibility for organizations with either budgetary or resource constraints."

NICE has made available its Interaction Analytics business solutions as a hosted service to help address the growing need of companies to comply with regulations while reducing operational costs, as well as to deliver world-class customer service and improve customer retention. This is achieved through an automated, secure process that captures recorded customer interactions including audio and text, from the contact center to the hosted site, and performs multidimensional Interaction Analytics on the captured data, including text and speech analysis, among others. The managed service ensures high levels of server and network security and 24x7 availability at the North America based hosted site.

"With pressure mounting on contact center managers to decrease operational expenses while still ensuring a high level of customer satisfaction, we are pleased to announce the availability of our Interaction Analytics business solutions as a hosted service," said Barak Eilam, President, Interaction Business Applications, at NICE. "This new offering is especially tailored to the needs of mid-size organizations that are seeking the benefits of enterprise-grade speech analysis, among other analytics capabilities, without having to carry the full burden of capital expenditure and maintenance costs. We already have key customers benefiting from the offering's very short time-to-value, as they are increasing their first call resolution rates, reducing customer churn, and increasing customer satisfaction, while decreasing operational costs."

Contact center supervisors and other users, under very strict security authentication mechanism, may access the NICE solution to automatically perform root cause analysis, identifying potential problems as well as deriving immediate insight into potential resolutions. The hosted offering enables them to benefit from NICE's end-to-end, out-of-the-box Interaction Analytics packaged business solutions for improving key processes such as First Call Resolution and Average Handle Time, as well as for achieving strategic goals such as Churn Reduction and Increased Customer Satisfaction. The solutions include comprehensive reports, dashboards, and workflows, and can be integrated with existing contact center processes, such as quality management and agent coaching. NICE's hosted offering is agnostic to the underlying call recording platform, and constitutes a fully managed solution, including needs assessment, implementation, support, maintenance, project management, and training.

About NICE Systems

NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content - from telephony, web, radio and video communications. 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 more than 85 of the Fortune 100 companies. More information is available at http://www.nice.com.

Trademark Note: 360 degrees 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.

This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such statements are based on the current expectations of the management of NICE Systems Ltd. (the Company) only, and are subject to a number of risk factors and uncertainties, including but not limited to changes in technology and market requirements, decline in demand for the Company's products, inability to timely develop and introduce new technologies, products and solutions, 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, which could cause the actual results or performance of the Company to differ materially from those described therein. We undertake no obligation to update these forward-looking statements. 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.

SOURCE NICE Systems

Source: PR Newswire

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