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: 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.