NICE Systems, the leading customer experience analytics and business intelligence platform, introduced its latest interaction solution, Nexidia Interaction Analytics. The customer experience management platform announced the new solution following its decision to acquire Nexidia, a leader in provisioning advanced customer analytics. The joint operation between NICE and Nexidia is likely to churn out more martech-centric tools and solutions in the future.
“We are proud to offer the most advanced analytics solution in the market, which encompasses our vision of ‘analytics with no limits,’” said Miki Migdal, President of the NICE Enterprise Product Group.
“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 omnichannel interactions. 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.”
Nexidia Interaction Analytics packs in a powerful collection of analytics solutions, designed to drive organizational change and leverage the power of Big Data at scale. The most enticing feature of the new interaction analytics platform is its capability to discover, process and report relevant customer data. Nexidia will continue to provide customer interaction analytics solutions independently even after the acquisition is complete.
Nexidia Interaction Analytics will be powered by the patented technology called Neural Phonetic Speech Analytics™. The technology leverages Automatic Speech Recognition (ASR), combining it with phonetic indexing and search methodologies. Built on MapReduce framework, Nexidia Interaction Analytics will be distributed via Nexidia Search Grid™ to achieve seamless scalability with logical uniformity across the system.
“Speech and text analytics are the most effective tools for gaining insight into customers’ and prospects’ opinions, needs and wants,” said Donna Fluss, President of DMG Consulting LLC.
The solution will enable businesses to reinvent and adapt to the highly dynamic omnichannel customer service ecosystem. Nexidia Analytics is a data-driven customer service solution, delivering accurate, real-time omnichannel analytics based on deep learning neural networks.
Marketers can perform a wide range of audio, video and content search across various platforms of interaction with customers –calls, emails, chat messages, and surveys. Once integrated with the existing analytics software, marketers can achieve tangible business success across the enterprise.
“Companies need omnichannel solutions that provide a fully integrated view of customer interactions. It’s essential to know what customers and prospects are doing and saying in all channels, at all times, so that the company can take the right actions and deliver a personalized experience to each individual who reaches out to them.”