NICE Systems launches Customer Journey Optimization Solution

NICE Systems has announced the beginning of the end for the customer service run-around. With the announcement of the NICE Customer Journey Optimization solution, customers can now enjoy a personalized experience with much less effort, while organizations gain transparency to the customer experience across different channels and touch points – allowing them to reduce customer effort, increase customer loyalty, operate more efficiently, and maximize revenue opportunities.

Customers today use an average of six different channels to contact companies and service providers. They switch quickly from web, to telephone, to social media, to chat, to interactive voice response, to visiting a retail location, depending on whichever is most convenient at the moment, all the while expecting the company to remember what they said and did over several of their past interactions.

“Organizations must be able to connect all the dots in order to see the ‘big picture’ of how customers interact with them across channels and touch points. Customer Journey Optimization helps organizations know where customers have been, what they are trying to achieve, and why specific issues led them down a particular channel,” said Yochai Rozenblat, President of the NICE Enterprise Group.

The cloud-based Customer Journey Optimization solution, based on the NICE Customer Engagement Analytics platform, uses predictive and real-time analytics as well as patented machine learning technologies to identify customer behaviour patterns and help determine customers’ next move, likeliness to churn, or interest in a particular product or offer.

Journey visualization allows organizations not only to focus on the individual journey but also to understand the impact of the thousands of journeys that take place each day. By analyzing and monitoring cross-channel paths, companies can use NICE Customer Journey Optimization to detect important insights about groups of people who exhibit a similar pattern of behaviour. This could identify problems and opportunities that might once have gone undetected.