NICE Customer Engagement Analytics

The NICE platform for the analysis of Big Data allows to trace process of interaction of the client with the company by means of all available communication channels that can be used afterwards by the organizations for implementation of different business initiatives.

NICE Customer Engagement Analytics is the first platform which provides consolidation of data of interactive and transaction analytics.

Features

The platform helps the organizations to register and analyze the data like Big Data arising in the course of interaction of clients with the company by means of different communication channels. It gives the chance to the organizations to be closer to the clients, it is better to understand their preferences and behavior.

Specific Features

NICE Customer Engagement Analytics provides complete idea of actions of the client, as at the individual level by means of use of different divisions into groups and segments, and at the level of all customer base.

Distinctive characteristics of the solution:

• Collecting of Big Data from all channels - a system collects data of interactive and transaction actions of the client from various data sources, such as Internet, e-mail, phone, social networks and chats and also from the different systems, such as CRM and billing. Besides, it processes initial data for more effective analysis in advance.

• The analysis of Big Data – the solution NICE gives the chance to interpret large volume, as structured, and unstructured data that allows the organizations to have a clear picture of all actions of the client and also to reproduce all sequence of his operations performed at contact with the company and to reveal the arising trends.

• Big Data use - the parts received by way of analytics of data lead afterwards to changes in the organization as, for example, entering of amendments into business strategy and processes in scales of all company, and more specific actions directed to training and a training of employees.

Scheme of collecting and movement of data on client