New NICE Sales Effectiveness Business Solution Helps Drive Revenues and Enhance Operational Efficiencies, Combines NICE Interaction Analytics with eglue’s Real-time Impact Capabilities
NICE SmartCenter’s cross-channel Interaction Analytics with next-best-action agent guidance and process automation from recently acquired eglue, together deliver real-time, personalized offers for higher service-to-sales conversion rates
RA’ANANA, ISRAEL, NICE Systems (NASDAQ: NICE), the global provider of intent-based solutions that enable organizations to extract Insight from Interactions to drive performance, reduce risk, and ensure safety, today introduced the NICE Sales Effectiveness Business Solution. The new solution is based on the combined capabilities of NICE SmartCenter’s cross-channel Interaction Analytics and real-time next-best-action agent guidance and sales process automation from recently acquired eglue. The new business solution helps organizations optimize Customer Dynamics, maximizing the sales potential of their contact centers by significantly improving sales effectiveness, enabling real-time delivery of personalized sales offers and optimized handling of customer objections, resulting in higher service-to-sales conversion rates. Concurrently, the solution also minimizes call handle time enabling the agent to handle more calls per shift. The NICE Sales Effectiveness Business Solution is being demonstrated at SpeechTEK, at the NICE booth, # 604, in New York, at the Marriott Marquis, August 2-4, 2010.
Michael Maoz, Research Vice President, Distinguished Analyst at leading analyst and advisory firm, Gartner, commented, “Businesses have been attempting to evolve their contacts center from cost centers to revenue centers for over 15 years, largely without success. To earn the trust of the customer, the customer service agent needs the tools to leverage insights about customer intent. They require real-time inputs on what customers want and the agents have to know how they should communicate with the customer. We are seeing this move away from unpredictable, even random, customer activity and towards a contact center that can serve as the core of the organization’s relationship with its most valuable asset: its customers. The key enabling technologies are real time analytics, process design tools, and contextual knowledge systems.”
The NICE Sales Effectiveness Business Solution optimizes Customer Dynamics by leveraging NICE SmartCenter’s cross-channel Interaction Analytics to uncover customer insights from sales interactions -- whether by phone, chat or emails – on issues such as sales drivers and inhibitors, and best practices on sales objection handling. The solution also employs desktop analytics to discover process and agent inefficiencies during the sales call flow and post-call wrap-up activities. By leveraging these insights in real time, the solution prompts the agent with the right offer to the customer at the right time, based on the context of the call, thus guiding agents to increased sales conversion rates. In addition, the NICE solution enables agents to leverage more sales opportunities and handle more calls by making sales calls more efficient. This is achieved by automating the typically time-intensive data entry of sales and post-call information into the necessary operational desktop systems.
“We are very excited about our new NICE Sales Effectiveness Business Solution, which introduces a paradigm shift in how contact centers can benefit from a significant impact on sales success and drive revenue increase in organizations,” said Udi Ziv, President of the NICE Enterprise Product Group. “We have already received very positive feedback from customers and prospects, as this is the first time that companies can apply customer related insights and predictive sales models – in real time – enabling them to realize sales opportunities that may exist in customer interactions.”
About NICE Systems
NICE Systems (NASDAQ: NICE) is the leading provider of intent-based solutions and value-added services, powered by advanced analytics of unstructured multimedia content – from telephony, web, radio and video communications. NICE’s solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including more than 80 of the Fortune 100 companies. More information is available at http://www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Systems. All other marks are trademarks of their respective owners. For a full list of NICE Systems’s marks, click here.
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Messer Ziv, are based on the current expectations of the management of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) and the resulting uncertainties; changes in technology and market requirements; decline in demand for the Company’s products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company’s reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. 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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