Nice Incontact Contact Center Reviews & Details

NICE-SYSTEMS LTD
Online
Central District, Israel
1986
$1BN to $5BN
90
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NICE-SYSTEMS LTD USP

NICE provides a number of solutions in the contact center analytics market, such as customer engagement analytics, contact center compliance, WFO, VoC, handle time optimization, call volume reduction, back-office performance, and fraud and authentication prevention.
Nice Incontact Contact Center is a cloud based contact center. Request NICE-SYSTEMS LTD Pricing to get more information.

Summary

Each of these solutions provides extensive analytics capabilities to support various use cases in a contact center ecosystem. Some of the key applications include call volume optimization, first-contact resolution analytics, IVR journey analytics, customer feedback, customer journey optimization, VoC analytics, speech and text interaction analytics, quality and performance management, workforce management, and real-time guidance and automation. In addition, the company provides training, support, business consulting, professional services, and proactive services.

360 Quadrants

Strengths and Weaknesses
  • +6 Delivery - Direct
  • +13 Data Extraction and Mining
  • +12 Machine Learning
  • +14 Natural Language Processing (NLP)
  • +12 On-Site Support
  • +13 Remote Support
  • +5 Per User Basis
  • +14 Subscription / Licensing
  • +6 Appication Performance Report
  • +8 Automatic Call Distributor
  • +13 Customer Experience Management
  • +7 Customizable reprts and Dashboards
  • +9 Export and Share
  • +10 Historical Reporting
  • +9 Log Management
  • +11 Real-time monitoring and reporting
  • +10 Risk and Compliance Management
  • +5 Voice User Interface Report
  • +12 Workforce Optimization
  • +14 Other Applications
  • -10 Other End Users
  • -12 Hosted / On-Cloud
  • -13 Breadth and Depth of Product Offerings
  • -5 Delivery
  • -14 Product Features and Functionality
  • -6 Support Services
  • -9 Channel Supported
  • -13 Products Offered
  • -9 Customer Redressal Mechanism/Program
  • -8 Level of Support
  • -6 Product Variants
  • -7 Delivery - Through Partners / Third-Party Vendors
  • -5 Artificial Intelligence
  • -11 On-Premise
  • -6 Other Technology Used
  • -13 Full Time Equivalent
  • -8 Funnel Analysis
  • -11 Other Technologies Supported
  • -11 Any other professional services
  • -7 Other Support Services
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NICE-SYSTEMS LTD presence in Contact Center Analytics Solutions

NICE is an established software and services provider for contact center solutions, with a global presence across various industries. It focuses on strengthening its expertise in customer engagement optimization through organic as well as inorganic growth strategic initiatives. The company has made acquisitions and strategic partnerships to expand and diversify its customer engagement analytics solutions, including contact center analytics. The recent initiative in this pursuit was the acquisition of inContact, a cloud contact center solution provider, in May 2015. This acquisition would enable the integration of NICE’s WFO and analytics solutions with inContact’s advanced contact center cloud offerings. In January 2016, another acquisition of Nexidia, a provider of advanced customer analytics, enabled NICE to transform the market by featuring analytics capabilities with unparalleled accuracy, scalability, and performance, thus empowering organizations to significantly expand their analytics usage in critical business use cases. Looking at the organic growth strategy, the company has made progress with its investment in R&D activities to enhance its capabilities. In January 2017, NICE introduced its next-generation interaction analytics solution, based on the Nexidia platform, which incorporates best-of-the-breed capabilities from both Nexidia and NICE, and uses deep learning neural networks to perform sophisticated audio and text search across interaction types, such as calls, chats, emails, and surveys.


Top Features

  1. Product Features and Functionality / Applications
  2. Product Features and Functionality / Technology Supported
  3. Product Features and Functionality / Technology Used
  4. Solutions Offered / Predictive Analytics
  5. Services Offered / Managed Services
  6. Solutions Offered / Cross Channel Analytics
  7. Services Offered / Consulting services
  8. Services Offered / Training, Support and maintanence services
  9. Solutions Offered / Speech Analytics
  10. Solutions Offered / Performance Analytics
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