NICE has introduced an integrated customer-interaction management offering, which it says enhances its current offering with the integration of capabilities from the recent acquisitions of Fizzback and Merced.
The offering focuses on shaping interactions as they occur, and has what NICE calls a unique approach to impact every stage of the interaction life cycle, helping the organization to be well prepared for the interaction and driving continuous improvement across the enterprise after the interaction.
It integrates real-time analytics and guidance solutions with complete Voice of the Customer (VoC) and leading workforce optimization (WFO) solutions to provide an enhanced customer experience, greater operational efficiency, increased revenue growth and improved compliance, the company said.
Real-time capabilities are designed to maximize the value enterprises generate from customer interactions that occur across touch points, including the contact center, Web, mobile, back office, branch and retail. NICE customers can deploy the solution on premise or as a service.
“Fulfilling the needs of the modern-day customer requires from organizations a comprehensive view of the customer across all interaction channels and the ability to leverage that information as the interaction takes place," said Gartner research director Jim Davies. "The ability to combine the insights from VoC and workforce performance, and to enable all customer-facing employees to apply them in real time, becomes a key differentiating factor for service organizations."