3 May 2012: Global intent-based solutions provider NICE has introduced an integrated customer interaction management solution that it says impacts on every stage of the interaction lifecycle and is deployable on premise or as a service. The offering capitalises on the integration of capabilities from the company's recent acquisitions of the Fizzback and Merced businesses and provides real-time analytics and guidance solutions with complete 'voice of the customer' and workforce optimisation solutions to provide an enhanced customer experience, greater operational efficiency, increased revenue growth and improved compliance.

With its real-time capabilities, the offering is designed to maximise the value enterprises generate from all customer interactions that occur across all touch points including the contact centre, web, mobile, back office, branch and retail. 

Gartner Research Director, Jim Davies, said: “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. 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 organisations.”

Udi Ziv, President of the NICE Enterprise Group, added: “The interaction is the decisive moment of customer service, and our enhanced offering is built for that moment by impacting every stage of the interaction lifecycle,” said  “Our solutions are geared to enable an organization to shape customer interactions in real time. This unique approach stands out for the ability to leverage big data and maximize value for enterprises in key business drivers such as customer satisfaction, operational efficiency, compliance and revenue.”