Israel April 30, 2012
NICE (NASDAQ: NICE)
The proliferation of smartphones and tablets is accelerating, and they are quickly becoming the preferred communication device for many consumers. However, when communicating with companies’ service centers, the smartphone is essentially a "dumb phone," used for just dialing a toll-free number, not utilizing its powerful capabilities and missing the opportunity for a rich and effective experience.
When a customer cannot resolve an issue – due to a problem, missing functionality, a need for clarifications, or a regulatory requirement – they are left alone to decide the best option to contact the service provider. Most of those customers decide to call the contact center, without knowing if that’s their best option.
In such cases, customers are then sent through the interactive voice response system (IVR), having to wait their turn, and then must start from the beginning with the service agent, re-authenticating themselves and explaining what they were trying to accomplish.
"If the customer decides to speak with a contact center agent, the solution seamlessly connects them with the appropriate representative while bypassing the IVR, and transferring the customer’s intent and context to appear on the agent’s desktop just before the conversation begins, enabling a great, personalized customer experience for the customer while reducing the call handle time of the agent," Mr. Ziv continued.
As the customer and agent converse over the phone, multimedia collaboration tools such as text chat, image exchange, and document transfer will be available for both parties, making the interaction effective, increasing conversion rate, and driving quick and complete resolution on first contact.
About NICE Enterprise
NICE’s Enterprise Offering enables organizations to impact every customer interaction with targeted solutions for enhancing the customer experience, increasing service-to-sales revenue, streamlining operational efficiency, and complying to policies and regulations. Driven by real-time, cross-channel analytics – including speech analytics, text analytics, feedback analytics, web, and social media analytics – and coupled with real-time decisioning and guidance, NICE Enterprise solutions are implemented by contact centers of all sizes, branch networks, retail stores, trading floors, and back office operations.
About NICE Systems
Trademark Note: http://www.nice.com/nice-trademarks
Messer Ziv 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.
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SOURCE NICE Systems Ltd.