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Analytics at the Speed of Thought

Posted on 1.09.2017

In order to gain true insight into customer and prospects' opinions, needs and wants, enterprises need very powerful analytics solutions and that's particularly true in the realm of omnichannel commerce.

It's increasingly important to know what users and clients are doing and saying in the various channels so brands can take the optimal steps to deliver effective, personalized experiences at scale. The problem is that most available analytics solutions come up short, but that's beginning to change.

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NICE, for example, has introduced its next generation interaction analytics solution (based on the Nexidia Analytics platform), which uses deep learning neural networks to perform audio and text search across interaction types including calls, chats, emails and surveys.

This "recording agnostic" solution will provide customers a single uniform administration tool to enable analysts to identify whether a particular contact method is preferred and why, whether one channel is used consistently following another, and whether efforts to push more interactions to self-service or chat are successful.

“Leveraging Nexidia’s leading capabilities, the latest NICE solution offers unparalleled accuracy, scalability and performance, enabling organizations around the globe to capitalize on the powerful insights from their omni-channel interactions," said Miki Migdal, President of the NICE Enterprise Product Group.

"Infusing analytics into all our solutions is a pivotal strategy for NICE, and the integration of this technology with our WFO suite represents another critical step in reinventing customer service.”

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