Microsoft Customers Optimize Customer Interactions

NICE Systems Ltd., a Microsoft Gold Certified Partner have announced that it is working with Microsoft Corp. to help Microsoft Communications Server "14" customers optimize the value of
customer interactions.

Through this offering, customers can benefit from NICE's real-time, cross-channel interaction analytics to impact customer interactions as they occur and use the insights gained to impact their organization's business performance.


Optimizing Customer Dynamics with NICE and Microsoft will be showcased at VoiceCon 2010, March 22-25, Orlando, Florida, at the Microsoft booth #931.

Companies interact with their customers across an expanding and increasingly complex cross-channel interaction landscape. NICE helps companies understand and optimize their Customer Dynamics - the ongoing exchanges between businesses and customers across all touch points, including chat and voice interactions handled by Communications Server "14."

"Communications Server '14' transforms every communication into an interaction that is more collaborative, engaging and accessible," said Yancey Smith, director of Communications Server Product Management at Microsoft. "Microsoft is excited to work with NICE to help our customers enhance capturing, recording and analysis of customer interactions."

NICE SmartCenter an integrated suite of targeted business solutions and applications, gives businesses the ability to optimize their Customer Dynamics by capturing the intent of both customer and business, analyzing the intent to reveal insights and using these insights to drive actions that have a real-time impact on business performance. Taking charge of the complex interactions with customers delivers value across a wide range of business imperatives.

These include ensuring compliance and mitigating risk, streamlining operational performance, differentiating the customer experience and expanding value beyond the contact center into sales and marketing organizations, the back office, and ultimately, the entire enterprise.

"Taking charge of Customer Dynamics allows enterprises in all industries to build customer loyalty, as well as maximize profitability and ensure regulatory compliance," said Udi Ziv, President Enterprise Product Group, NICE Systems. "We are excited to enable Microsoft Communications Server "14" customers to benefit from the NICE offering, particularly Interaction Analytics, so that they may enhance their compliance efforts, expand their ability to capture and analyze web and voice interactions, and provide a more satisfying customer experience while increasing overall business efficiency." More info: http://www.nice.com.
 

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