PARAMUS, N.J.--(BUSINESS WIRE)--NICE (NASDAQ: NICE) today announced that it has received a 2016 CRM Excellence Award, presented by TCM CUSTOMER magazine for its Total Voice of the Customer (TVOC) solution.
Unique in the market, NICE TVOC leverages NICE’s Voice of the Customer solution alongside NICE’s unique Interaction Analytics capabilities and vast experience in recording calls and making sense of that information through analytics. The solution enables enterprises to listen to and register what their customers are saying — directly and indirectly — in calls, chats, emails, on the web and in any other channel, and analyze the interactions to extract implicit feedback data. The insight derived can be used in conjunction with other data to map emotional expression to observed behaviors in order to understand customer desires, motivations and actions. This enables organizations to identify areas that need improvement within contact center operations in order to deliver an exceptional customer experience. With the acquisition of Nexidia Interactive Analytics, NICE’s VOC capabilities are even further strengthened, creating a true customer analytics powerhouse.
“This recognition highlights the unique capability of our TVOC solution to provide comprehensive macro and micro insights into customers’ preferences and behavior,” said Miki Migdal, President, NICE Enterprise Group. “These insights enable businesses to improve their relationships with customers, ensure their loyalty, and consistently deliver the best experience.”
“The 17th Annual CRM Excellence Award honors NICE for being a true CRM partner to its customers and clients,” said Rich Tehrani, TMC’s CEO and Group Editor-in-Chief. “NICE has demonstrated to the editors of CUSTOMER magazine that NICE Total Voice of the Customer improved the processes of their clients’ businesses by streamlining and facilitating the flow of information.”
The CRM Excellence Awards rely on facts and statistics demonstrating the improvements that the winner’s product has made in a client’s business. Winners were chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer. Hard data shows that NICE VOC is being successfully used by multiple organizations to make strategic decisions in order to provide the best possible customer experience.
One such company, a leading card services provider, strengthened customer satisfaction and improved key contact center KPIs, such as better consumer loyalty to brand partners, improved first-call resolution in both voice and web channels and higher revenue per caller.
The 2016 CRM Excellence Award winners can be found in the June issue of CUSTOMER magazine.
About NICE
NICE (NASDAQ: NICE)is the worldwide leading provider of enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE solutions help the world’s largest organizations deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
