NICE Launches Customer Journey Optimization

NICE Systems today launched the NICE Customer Journey Optimization solution, which uses predictive and real-time analytics as well as patented machine learning technologies to identify customer behavior patterns and help determine customers' next moves, likeliness to churn, or interest in particular products or offers.

The cloud-based Customer Journey Optimization solution is based on the NICE Customer Engagement Analytics platform. Organizations can use it to personalize the customer experience in real time by deciding which offers or messages to present to customers while interactions are taking place.

"Organizations must be able to connect all the dots in order to see the big picture of how customers interact with them across channels and touch points," said Yochai Rozenblat, president of the NICE Enterprise Group, in a statement. "Customer Journey Optimization helps organizations know where customers have been, what they're trying to achieve, and why specific issues led them down a particular channel."

"Our solution is unique in enabling companies to identify journey bottlenecks and reduce customer effort for whole segments of customers, while at the same time enhancing and personalizing the experience for each individual customer," said Rozenblat. "Understanding the customer journey is instrumental to improving customer experience and driving brand loyalty."

The move comes just a month after NICE Systems added voice biometrics to its contact center solutions.

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