NICE, a company that focuses on enhancing interactions with end customers, is about to make it easier for organizations to understand and improve the customer experience.
As a part of the partnership, NICE will integrate Causata’s Hadoop-based technologies into its Customer Engagement Analytics platform. This will:
- create customer profiles by analyzing their activities over multiple channels
- converge self-service digital channels (i.e. web and mobile) with assisted-service channels to better manage the customer experience
- enable banks to provide agents with the complete context of a customer interaction
- improve real-time decisioning with predictive analytics and machine learning
The acquisition is expected to close in a few days.
To learn more about NICE, check out their demo from FinovateSpring 2013.