NICE Announces the New Generation of Interaction Analytics with AI-Based Anomaly Discovery and Correction
October 02 2019 - 6:30AM
Business Wire
Cutting-edge unsupervised machine learning
powers fast time to insight and real-time action to provide a
superior customer experience
NICE (Nasdaq: NICE) today announced that its analytics
offering now includes cutting-edge AutoDiscovery capabilities.
Leveraging AI-based unsupervised machine learning, these
capabilities provide organizations with cross-channel insights on
service anomalies and surfaces areas that are customer pain points.
As a result, organizations can swiftly remedy issues as they
emerge, improving customer experiences and loyalty.
Available as a cloud-based add-on module to version 12.2 of
Nexidia Analytics, the innovative AutoDiscovery features bring to
the forefront insights that are critically tied to the business and
customer loyalty without time-consuming manual discovery and
categorization processes. Ground-breaking unsupervised machine
learning capabilities highlight phrases that indicate customer
dissatisfaction via easy to visualize sentiment and volume
indicators for each topic and phrase. AutoDiscovery automatically
correlates topics and highlights trends in phrases and topics so
that organizations can quickly, and with minimal effort, understand
the full picture and take immediate corrective action to address
anomalies and resolve issues. The result is improved customer
experience.
NICE Nexidia’s AutoDiscovery capabilities deliver the following
features to boost customer loyalty:
- Automatic Topic Identification suggests topics for a set
of media based on all available data, without the need for human
intervention. This ensures new, emerging and existing topics are
consistently analyzed and always up-to-date Topics are
automatically correlated and can be filtered by volume, sentiment,
Average Handle Time, Non-talk Time, or Cross-talk Analysis,
providing the ability to easily view topics by desired metrics and
accelerating the time to insight.
- Anomaly Detection surfaces lower volume or newly
trending issues that could be of great importance to the business
but would otherwise not be detected due to their relatively small
volumes. This helps businesses respond quickly to early warning
signs of trending issues as well as unexpected anomalies.
- Query Coverage Analysis enables quick and easy
identification of topics that are not currently covered by existing
call topic query libraries. By discovering topic areas that should
be included in the library, companies can continually gauge the
robustness of their query library and use Automatic Topic
Identification to update the library as needed.
The AutoDiscovery capabilities also empower managers and agents
with timely and targeted feedback, aiding analytics-driven quality
management programs in finding new coaching opportunities and
calibrating performance metrics much faster than ever before.
“With NICE’s newly announced AutoDiscovery capabilities,
organizations no longer need to look for the needle in a haystack
of data when it comes to understanding how to best serve their
customers”, Barry Cooper, President, NICE Enterprise Product
Group, said. “Organizations can now rely on our analytics
solutions to surface trending service areas and take quick
action."
About NICE NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Cooper, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20191002005351/en/
Corporate Media Christopher Irwin-Dudek, 201-561-4442
chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Yisca Erez +972 9 775 3798, CET ir@nice.com
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