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NICE Introduces New Customer Interaction Analytics Solution

NICE Systems, a provider of enterprise software solutions, has introduced a new interaction analytics solution based on the Nexidia platform to enable real-time omni-channel analysis. NICE acquired Nexidia in 2016 for a total cash consideration of approximately $135 million.

The new Nexidia Analytics solution, which incorporates  capabilities from both Nexidia and NICE, uses deep learning neural networks to perform sophisticated audio and text search across interaction types, such as calls, chats, emails, and surveys. Coupled with NICE’s existing analytics toolset, the analytics platform is aimed at providing customers with tools for business success across the enterprise.

Leveraging Nexidia’s capabilities, this latest solution offers accuracy, scalability and performance, enabling organizations around the globe to capitalize on the insights from their omni-channel interactions, said Miki Migdal, president of the NICE Enterprise Product Group. Infusing analytics into all NICE solutions is a pivotal strategy for the company and the integration of Nexidia technology with NICE's workforce optimization suite represents another critical step in reinventing customer service, he noted.

NICE’s interaction analytics solution is fully integrated with NICE Engage, Quality Management and Performance Management, and includes a single, uniform administration tool for phone calls, chats, emails, surveys and other interactions, eliminating siloed analytics applications and databases for each interaction type and allowing cross-channel workflows.

The solution also provides integrated reporting and query building reflecting complete omni-channel interaction analysis; role-specific interface dashboards, configured for both supervisors and agents; advanced linguistic and statistical text mining for integration with big data analytics tools. In addition, AI-powered speech and text recognition allows organizations to perform sophisticated searches across interaction types, such as calls, chats, emails, and surveys, in order to identify and remedy customer discontent.

For more information about the Nexidia Analytics solution, click here.

For more information about NICE, go to www.nice.com.

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