NICE Systems has announced the introduction of its Customer Engagement Analytics platform. This platform will allow organizations to capture and analyze Big Data generated by cross-channel customer engagement and map the entire customer journey. This will bring organizations closer to their customers by enabling them to better understand customer preferences and behaviors.
Keith Dawson, Principal Analyst, Ovum, said, "The complexity of the relationship between consumers and enterprises continues to increase due to the endless amount of customer engagement data. But underneath all this data lies a wealth of information from which great business value can be realized. The challenge in uncovering the value is two-fold. First, all of this data must be captured, connected, and analyzed across touch points. Then, using the insights generated from this analysis, the organization must make this information actionable."
This platform will also deliver a complete picture of the customer journey, both at the individual level by various groups and segments, and at the entire customer base level. This helps an organization provide outstanding customer experience while improving business procedures and efficiency. NICE’s analytics engine can interpret mass amounts of both structured and unstructured data, allowing organizations to perform customer journey mapping and visualization as well as repeat contact sequencing and trends.
The insights extracted from the analytics of data serve as a catalyst for change within an organization, such as company-wide changes in business policies and processes, as well as more specific actions including agent coaching and guidance.
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