NICE-SYSTEMS LTD Presence in Customer Journey Analytics Software
NICE Systems provides customer journey analytics solutions to 85 clients of the Fortune 100 companies, across the globe. The company has invested a significant amount in its R&D activities; in 2016, its R&D investment was about 15% of the total revenue. NICE focuses on organic and inorganic strategies to strengthen its position in the customer journey analytics market. The company has launched various products. For instance, in July 2017, NICE Systems launched its cloud platform, inContact CXone, to integrate workforce optimization, omnichannel routing, omnichannel analytics, quality management, automation, recording, and artificial intelligence. The integration also includes customer journey analytics, interaction analytics, VOC analytics, and desktop analytics. In addition, it connects the customer journey across all customer touchpoints, and provides real-time analytics capabilities. In August 2016, NICE launched Scenario Analyzer, an application that empowers organizations to conduct deep analysis and provide remedies for all business challenges associated with cross-channel customer journey. In addition, it reduces bottlenecks, inefficiencies, and stress points across the customer journeys. Further, as a part of its inorganic growth strategy, NICE formed partnerships with various companies. For instance, in February 2016, NICE partnered with BCG to integrate NICE analytics with BCG’s strategy capabilities. It enables organizations to achieve optimized customer journeys, improved brand loyalty, and enhanced customer experience.