This is a part of our live coverage of FinovateSpring 2013.
Next up in the second session today, NICE demonstrated how financial institutions can use Mobile Reach to create a personalized customer experience:
“Mobile Reach converges mobile self-service and assisted-service to create the most personalized, effective, and efficient channel. It offers:
- ENGAGE: Intelligently finding engagement opportunities in self-service and directing customers to the best next step just at the right time.
- CONNECT: If needed, seamlessly connecting customers directly to the right agent, bypassing the IVR and transferring the context from the device to the agent desktop.
- COLLABORATE: Expanding customer interactions using multimedia collaboration tools (sending text, images, etc.).
Customers get the ultimate customer experience – as personalized, relevant, and as effective as possible.Companies get more business, lower service costs, and higher mobile use.”
Product Launch: April 2012
HQ: Paramus, NJ; Raanana, Israel
Metrics: 2012 annual non-GAAP total revenues: $892M. More than 3,400 employees in 35+ local offices across the globe.
Presenting Amit Ashman (Director, Solutions Marketing, Mobile Customer Service) and Bruce Plummer (Manager, Sales Engineering)