NICE has introduced the NICE Mobile Reach (MR) solution, the industry's comprehensive offering for assisted customer service over smartphones and tablets, which is believed to change how customers use smart mobile devices for interacting with companies. NICE Mobile Reach is said to allow enterprises to help mobile customers choose the best channel for completing their transaction, enables a seamless and effective transition with context to other channels when necessary, and facilitates multimedia communication between customers and agents during interactions.
Udi Ziv, President NICE Enterprise Group, said, "NICE Mobile Reach analyzes, in real time, a multitude of data sources from the mobile device and enterprise systems and then recommends for the customer the most suitable channel to continue the interaction when they need assistance. 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."
