NICE Customer Journey Solutions Reviews & Product Details

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). The solution also enables businesses 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.

USP : NICE Systems provides customer journey analytics software with its Big Data platform, namely, NICE Customer Experience Analytics solutions and NICE Customer Engagement Analytics solutions. NICE helps organizations in transforming their customer experience by leveraging AI-driven analytics that deliver seamless customer journeys and lower operational costs.​ 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.

BUYERS
VENDORS
EXPERTS
3.4
ANALYSTS
 

NICE-SYSTEMS LTD detailed analysis

Product Maturity
Company Maturity
Use Case 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
  • Product Maturity / Pre Sales Support
    Product Demos
  • Product Maturity / Pre Sales Support
    Software Requirement Specification (SRS)
  • Product Maturity / Channel for Delivery of Support Services
    Remote Support
  • Product Maturity / Deployment Model
    On-Premise
  • Product Maturity / Product Features and Functionality
    Product Functionality
  • Product Maturity / Services
    Any other professional service
  • Product Maturity / Applications Served
    Brand Management
  • Product Maturity / Applications Served
    Campaign management
  • Product Maturity / Applications Served
    Channel experience analytics
  • Product Maturity / Applications Served
    Competitive intelligence
  • Product Maturity / Services
    Consulting
  • Product Maturity / Applications Served
    Customer behavioral analysis
  • Product Maturity / Applications Served
    Customer relationship management
  • Product Maturity / Applications Served
    Customer segmentaion and targeting
  • Product Maturity / Applications Served
    Product management
  • Product Maturity / Services
    Support and maintenance services
  • Product Maturity / Services
    Training and Education services
  • Product Maturity / Touchpoints
    Branch/Store
  • Product Maturity / Touchpoints
    Call center
  • Product Maturity / Touchpoints
    Email
WEAKNESSES
  • 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
  • Product Maturity / Touchpoints
    Others
  • Product Maturity / Applications Served
    Others (Please Specify)
  • Product Maturity / Data Format
    Video
  • Product Maturity / Product Branding
    Level of Support
  • Product Maturity / Services
    Managed Services
  • Product Maturity / Applications Served
    Customer loyalty and process management
  • Product Maturity / Breadth and Depth of Product Offerings
    Product Offerings
  • Product Maturity / Pre Sales Support
    Others (Please specify)
  • Product Maturity
    Product Differentiation and Impact on Customer Value
  • Product Maturity / services
    Customer Support
  • Product Maturity / services
    Other support services
  • Product Maturity / services
    Sales Support
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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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Marie Stelle

Engagement Partner - 360Quadrants.com