With competition for the consumer fiercer than ever before, companies are constantly looking for an edge anywhere they can get it. NICE Systems believes its software offerings can give companies the advantage necessary to get ahead and stay there even in the most transformational of times. “NICE is all about empowering organizations to create exceptional customer experiences, using advanced omnichannel analytics, automation, artificial intelligence and cloud capabilities,” said Aviad Abiri, vice president of Portfolio Sales Enablement at NICE. Abiri spoke to RewardExpert about the advantages of becoming a NICE client.
Pillars of Success
Founded in Israel in 1986, NICE’s software helps companies in three distinct areas: perfecting the customer experience, powering public safety and fighting financial crime. The company has over 25,000 customers, 6,500 employees and handles over 6 billion interactions each year. “NICE’s solutions are attractive to Fortune 100 companies because they combine the key strategic pillars that are today at the heart of what many key transformations companies are going through,” said Abiri. “In fact, 85 of the Fortune 100 companies are NICE clients.”
Save Time and Money
One area where NICE can really help corporations is with streamlining operations and saving corporations what money can’t buy, which is time. Abiri points out the following ways that NICE products can help corporations beat the clock.
Quality Central and Interaction Analytics – According to Abiri, these “help analyze and evaluate employee behavior, to identify ways of reducing interaction time and apply best practices for getting things done quickly and correctly.”
Advanced Process Automation – “allows attended and unattended Robotic Automation, which replaces manual mundane tasks that take up time and create unintended errors and uncovers hidden efficiencies in the current process.”
Desktop Analytics – “allows organizations to easily monitor what employees are doing on their desktop, which applications they use and how long they spend in each, to identify areas for both coaching and desktop improvements.”
Real-Time Authentication – “creates a biometric voice-print to authenticate customer identity across all touch points, increasing security, reducing fraud, and most importantly reducing 40 seconds or more (on average) from customer interactions.”
In addition, Abiri said, “Our solutions also enable organizations to optimize their workforce, reducing operational costs, as well as engaging and motivating employees.”
Stay Up to Date with Rules and Regulations
Another area where NICE products can help companies is with the all-important compliance arena. After all, complying with rules and regulations can prevent costly fines and time-consuming legal battles. “The first step in becoming compliant is being able to capture 100% of all customer interactions, across all channels, in a way that’s fault-tolerant, PCI compliant, and that allows you to easily search and retrieve interactions from one central place when needed,” said Abiri. To help companies do just that, NICE offers a compliance center, a one-stop shop where companies can view key facts about their compliance activities. In addition, NICE is evolving with changes to rules and regulations. It recently added a new GDPR (General Data Protection Regulation) solution, to help companies comply with the European Union’s new privacy rules that went into effect in early 2018.
Improving the Customer Experience
Besides compliance and streamlining operations, NICE also helps companies improve their customer experience, so customers can patronize a business feeling satisfied. “We live in a very exciting time, where the very nature of customer experience is changing in front of our eyes. Creating exceptional experiences requires companies to re-examine their understanding of the customer, the employee and ways to connect the two,” said Abiri. He points out that NICE offers the NICE inContact CXone™, which he calls the world’s #1 cloud customer experience platform.
The platform gives a way for clients and customers to interact and includes the industry’s only voice service level agreement. “We believe that the key to being successful is to adopt cloud-native solutions that combine omnichannel, analytics and automation capabilities, and NICE is proud to lead the way for these,” said Abiri. To find out more about NICE, visit www.nice.com.