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Nice Systems News & Analysis

Contact Center Fraud: 3 Things You Need to Know

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While the media has focused its attention on the seemingly never-ending data breaches that occurred over the past year, another type of fraud is on the rise again, threatening customer loyalty and wallet share of financial institutions and businesses in similar high-risk industries.

According to an infographic by NICE Systems, 90 percent of fraud cases involve at least one interaction in the customer contact center. In addition, after becoming a victim to fraud, 40 percent of customers close their accounts with their financial institution, and an additional 40 percent reduce their wallet share.

How Big Data Can Make You a Better Marketer

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Big data is everywhere these days. Among other things, it's created some big expectations for marketing — especially when it comes to mining information. And while it may have the potential to change the game when it comes to data driven marketing, the reality is that it has yet to fully deliver due to a myriad of marketing methodologies clogging the funnel.

What does this mean?

Let’s back up for a minute. Before we can tap the results of big data, we need to examine the perspectives that are used to fill the funnel — growth and sales — and think about some of the fundamental shifts that are taking place. Then we’ll more clearly understand how big data fits in.

Jive Selects New President as CEO Retires

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What do you do after you are appointed as president of Jive Software?

“Pack for Disney,” certainly isn’t Elisa Steele’s answer. Instead she’s spending the day talking with investors, discussing the company’s better than expected third-quarter results and getting ready to lead its day-to-day operations come Monday.

There’s nothing but confidence and excitement in her voice. As executive vice president of marketing and products at the social business software provider that Gartner named a Leader in its Workplace Social Software Magic Quadrant earlier this year, Steele has overseen a number of innovations, updates and integrations such as Find Your WorkType,  Jive X (which is used for external collaboration), its integration with cloud-based productivity apps (Office 365 and Google) and more. In less than the year she’s been at Jive, Steele has been promoted twice.

So Many Channels - and Customers Still Like the Phone

Despite the fact that customers have multiple ways to interact with companies, they still prefer the phone. At least that's the finding of a new study by NICE Systems, which rated contact centers as the most important customer channel.

It's worth noting that NICE is a provider of contact center solutions. Even so, there does seem to be some validity in the research: It confirms another study by CX Act, a customer experience improvement firm, which showed the most frequently used and most effective customer touch point is personal contact by phone.

News Bites: Learn E-Commerce from Google Analytics, Discover Tealium's DIY Marketing Cloud, More

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This week: Tealium launches do-it-yourself marketing clouds, LightCMS provides a platform for websites and stores, Google Analytics offers a course and NICE Systems helps to optimize the journey of NICE customers.

NICE Systems Wants to Hear Your Voice

Sometimes, proving who you are can be difficult. To make phone authentication easier, customer interaction management provider NICE Systems has unveiled its real-time authentication solution that requires only your voice.

The system's Seamless Passive Enrollment process creates a voice print from previous callings, so that users do not have to set up their own voice profiles.

"If a customer has called before, they can be automatically authenticated using their voice the very next time they call," NICE Enterprise Group Yochai Rozenblat said in a statement.

A Look Back: 5 Customer Experience Trends from 2013

A Look Back: 5 Customer Experience Trends from 2013Customer experience management has never been more comprehensive or sophisticated. And that's a good thing because customers have never been more demanding, connected or empowered — realities that became exceptionally clear this year.

Nobody puts consumers in the corner anymore — or anywhere else, for that matter — at least if they have long-term plans to stay in business. 2013 was the year customer experience management (CXM) matured and expanded, exploding from websites to mobile devices, brick-and-mortar stores, customer contact centers and more.

In retrospect, 2013 may go down as the year marketers shifted their focus from broad, amorphous groups of customers to targeted, personalized, omnichannel, shared experiences for each one. It was, in many ways, a seismic shift in attitude, powered by five key customer experience trends.

NICE Systems Acquires Causata for Big Data Insights Across the Web, Call Center

NICE Systems, big data, acquisition, causata From the NICE Systems' website

Digital customers leave a huge trail of data, and analyzing that Big Data has become a big deal for anyone looking to understand them. This week, Israel-based NICE Systems announced it was buying San Mateo, California-based Causata, whose real-time Big Data analytics technology can increase NICE’s ability to provide insights for customer interaction in contact centers and elsewhere. 

NICE Systems Brings Video Recording to Customer Contact Centers

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For contact centers, video is one of the final frontiers. This week, Israel-based interaction management provider NICE Systems announced a Contact Center Video Recording solution so that video conferencing between customers and agents can be monitored and used to improve performance.

Game On: NICE Systems and Bunchball Gamify Workforce Optimization Solutions

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Can enterprise call center employees be motivated by gamification techniques? Performance optimization provider NICE Systems and gamification vendor Bunchball think so, and have formed a partnership to help improve performance among customer-facing and back office employees by using virtual challenges, contests and quests.

NICE Systems Launches Customer Engagement Analytics Platform

Understanding what online customers are doing, and predicting what they will do, has become a major part of contemporary e-Commerce. But, with so many online channels and so many types of customer actions, how best to capture, display and interpret? Toward this end, customer analytics provider NICE Systems is now offering it Customer Engagement Analytics (CEA) platform, which it described as the “industry’s first to combine interaction and transaction analysis.” 

Smartphone or Dumbphone? NICE Mobile Reach Rethinks Customer Experience

Ask someone about a recent customer service experience, and you’re likely to get a diatribe about self-help menus that don’t help, voice response systems that fail to understand you or what you want, having to repeat (or enter) the same information over and again, and so on. The rant typically ends with the oath, “I’m never going to do business with Company X again.”

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