360 Score: 3.44
For Vendors
  • Central District, Israel
  • 1986
  • $1BN to $5BN

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.


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.

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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.


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NICE-SYSTEMS LTD has chosen it’s strengths in these 3 territories
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    All-Middle East and Africa

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