How they describe themselves: NICE Systems is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. NICE solutions enable organizations to improve customer experience, expand their business, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security.
How they describe their product/innovation: NICE Mobile Reach complements mobile banking by intelligently bridging self-service and assisted-service, creating a service experience that is as smart as customers’ devices. The solution provides the following:
- ENGAGE: Understanding customer intents in real-time, and recommending to them – just at the right time and if relevant – the next step for fulfilling their needs.
- CONNECT: When needed, seamlessly connecting the customer directly to the right agent, bypassing the IVR and transferring the context from the mobile device to the agent desktop.
- COLLABORATE: Expanding customer interactions with agents beyond verbal discussions using multimedia collaboration tools, such as sending text, images, and documents.
- FEEDBACK: Once the service interaction is done, presenting a survey to the customer as a natural step of the interaction.
Result for the customer: Ultimate customer experience – as personalized, relevant, and as effective as possible.
Result for the enterprise: Boost in business results, reduced service costs, and higher mobile adoption.
Bus. Dev. & Sales: Ofer Mosseri, VP Solution Sales & Bus. Dev., firstname.lastname@example.org,
+44 (207) 002-3189
Press: Erik Snider, Corporate Communication Director, email@example.com, +972-9-775-3252
Additional Product Information: Assaf Frenkel, Head of Mobile Customer Service, firstname.lastname@example.org, +972-9-775-3746