NICE-SYSTEMS LTD in Customer Journey Analytics Software

Customer Experience Analytics enables organizations to map their customers’ journeys across all customer touchpoints and guide them to take the next best action during their journeys. It uses various technologies, such as contact reasoning, journey mapping, contact sequencing, and predictive analytics. Contact reasoning is used to understand the customer’s purpose of contact, while journey mapping is used to understand the customer engagements across all channels throughout the journeys. Similarly, the contact sequencing helps in identifying the repeat contacts and provides customers with the best resolutions, while predictive analytics helps in analyzing the cross-channel customer behavior patterns to anticipate the future needs and minimize the customer efforts. NICE Customer Engagement Analytics solutions provide some of the key applications, including customer journey optimization, customer experience analytics, Interactive Voice Response (IVR), call volume reduction, customer feedback, real-time web engagement analytics, and journey Voice of Customer (VOC).

USP : NICE Systems provides customer journey analytics solutions with its Big Data platform, namely, NICE Customer Experience Analytics solutions and NICE Customer Engagement Analytics solutions. The company provides cloud as well as on-premises deployment models, and supports its customers through various services, such as training, business consulting, professional services, and proactive services.

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NICE-SYSTEMS LTD detailed analysis

Product Maturity
Company Maturity
Most IMPORTANT
0.0
0.0
0.0
Breadth and Depth of Product Offerings
2.80
2.20
1.65
Product Features and Functionality
4.10
3.60
2.75
Product Differentiation and Impact on Customer Value
1.65
3.30
3.70
Product Branding
3.80
3.80
3.80
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

NICE-SYSTEMS LTD has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Middle East and Africa

    18 Participants

  • Niche Quadrant

    All-Asia-Pacific

    20 Participants

  • Niche Quadrant

    All-Europe

    19 Participants

STRENGTHS
  • Company Maturity / Partner Ecosystem
    Managed Service Providers
  • Company Maturity / Partner Ecosystem
    OEMs
  • Product Maturity / Pre Sales Support
    Product Demos
  • Product Maturity / Pre Sales Support
    Software Requirement Specification (SRS)
  • Company Maturity / Geographic Footprint
    Direct Presence - Asia-Pacific
  • Company Maturity / Geographic Footprint
    Direct Presence - Europe
  • Company Maturity / Geographic Footprint
    Direct Presence - Latin America
  • Company Maturity / Geographic Footprint
    Direct Presence - Middle East and Africa
  • Company Maturity / Geographic Footprint
    Direct Presence - North America
  • Company Maturity / Geographic Footprint
    Sales Office - Asia-Pacific
  • Company Maturity / Geographic Footprint
    Sales Office - Europe
  • Company Maturity / Geographic Footprint
    Sales Office - Latin America
  • Company Maturity / Geographic Footprint
    Sales Office - Middle East and Africa
  • Company Maturity / Geographic Footprint
    Sales Office - North America
  • Company Maturity / Partner Ecosystem
    Consultants
  • Company Maturity / Partner Ecosystem
    Distributors
  • Company Maturity / Partner Ecosystem
    System Integrators
  • Company Maturity / Partner Ecosystem
    Value Added Resellers (VAR)
  • Product Maturity / Channel for Delivery of Support Services
    Remote Support
  • Company Maturity / R&D Spend
    10% - 15%
WEAKNESSES
  • Company Maturity / Partner Ecosystem
    Other Partner Ecosystem
  • Company Maturity / Mergers and Acquisitions Strategy
    Partnerships and Collaborations
  • Product Maturity / Channel for Delivery of Support Services
    On-Site Support
  • Product Maturity / Preferred Mode of Delivery
    Full Time Equivalent
  • Product Maturity / Deployment Model
    Hosted / On-Cloud
  • Product Maturity / Deployment Model
    Hybrid
  • Product Maturity / Preferred Mode of Delivery
    Per User Basis
  • Product Maturity / Preferred Mode of Delivery
    Subscription / Licensing
  • Product Maturity / Channel of Delivery
    Directly
  • Product Maturity / Channel of Delivery
    Through Partners / Third-Party Vendors / MSSPs
  • Product Maturity / Touchpoints
    Others
  • Company Maturity / R&D Spend
    15% - 20%
  • Company Maturity / R&D Spend
    5% - 10%
  • Company Maturity / R&D Spend
    Less than 5%
  • Company Maturity / R&D Spend
    More than 20%
  • Product Maturity / Applications Served
    Others(Please Specify)
  • Product Maturity / Data Format
    Video
  • Company Maturity / Effectiveness of Organic Growth Strategy
    Strategy to Address New Target Audience
  • Product Maturity / Product Branding
    Level of Support
  • Product Maturity / Services
    Managed Services
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TOP FEATURES
  • Product Features and Functionality
    Touchpoints
  • Product Features and Functionality
    Applications Served
  • Product Features and Functionality
    Data Format
  • Services
    Any other professional service
  • Applications Served
    Channel experience analytics
  • Applications Served
    Customer relationship management
  • Product Features and Functionality
    Product Functionality
  • Industry Vertical
    Healthcare and Life Sciences
  • Industry Vertical
    Travel and Hospitality
  • Touchpoints
    Web

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NICE-SYSTEMS LTD Presence in Customer Journey Analytics Software

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