Nice Systems said that Interaction Analytics business offering of its SmartCenter suite are now powered by multi-channel analytics capability which allows organisations to identify and analyse customer behavior patterns across a variety of available contact channels, from email and chat to telephone and social media.
As a result, companies can deliver a consistent customer experience, improve first contact resolution, increase up-sell and cross-sell of products and services, and reduce churn, thus increasing customer satisfaction and operational efficiency and generating additional revenue, Nice claims.
The company further claims that the multi-channel interaction analytics offering enables consistent and optimised service levels across a broad variety of channels and provides an understanding of what the customer is trying to do and the best way to deliver service.
According to Nice, the interaction analytics can automatically correlate a customer email requesting a product upgrade with product feedback communicated via social media, and then ensure that when the same customer calls the contact center, an agent they talk to automatically knows about those recent activities.
Barak Eilam, president of interactions business applications at NICE, said: With NICE multi-channel Interaction Analytics, organisations can now deliver the best possible customer experience, while improving business performance both on the strategic and the operational levels.
