NICE Gets Picked Up by Financial Institutions for Consumer Engagement

As financial institutions look towards improving the customer experience, especially through the increasingly complicated channels of email, social media, and the traditional call center, big data analytics can help show FIs where things went right - and wrong.

Software solution provider NICE Systems has seen a positive market response for its recently launched NICE Engage Platform, which allows companies to record interactions and break down successful and unsuccessful customer resolutions.

This next generation solution for consumer engagement has been chosen by top financial institutions, retailers, utility, and telecommunication companies worldwide including a leading Brazilian bank. They’ll run NICE’s Real-Time Authentication solution on the platform to enhance customer service and lower costs.

A large European telecommunication company will also implement the platform’s advanced interaction analytics application for over 6,000 agents, and a major US energy company will leverage the platform’s recording capabilities for quality optimization across over 600 agents.

Promising low total cost of ownership and unrivaled scalability, the NICE Engage Platform will allow companies to capture and analyze customer engagements and use insights to promote exceptional customer experiences.

The ‘all-in-one’ platform supports 100 percent real-time analytics and allows companies to deliver faster issue resolution, make smarter decisions based on real-time interaction data, and perform safer interactions, protecting both the customers and the companies.

The solution also supports voice, video and screen recording, as well as archiving and streaming in a single server. Its Advanced Interaction Recorder feature can support up to 5,000 channels per server, significantly lowering the TCO and creating a foundation for future growth.

With an ability to support an unlimited number of applications and processes, the platform allows companies to simultaneously and instantly analyze all incoming data, and most importantly, in a regulatory compliant manner.