by Mark Smith | 2012-09-12 | Article ID: QT12-50 | Article Type: QuickTake
To help contact centers reach customers through a new channel, NICE Systems recently announced Mobile Reach, an application that provides interaction through smartphones. Instead of calling into a contact center, customers can initiate interaction from their smartphones, and customer service agents can access customer information to help them resolve issues or locate the closest retail or service location. To further the personal interaction, Mobile Reach also enables agents to receive photos from customers’ phone cameras and chat with them in real time.
NICE also offers analytics to help manage performance and quality assurance. Organizations can apply its task monitoring technology to follow customers’ activities on their websites and capture and replay the interaction. Enhanced voice of the customer (VOC) integration for NICE’s Fizzback customer feedback management can dynamically invoke suggestions to help agents respond to customer issues. Managers can listen to the interaction to spot areas for improvement and arrange coaching where needed. NICE also deals with sentiment about a brand on social media, using interactions that start on such sites as input for the contact center or even marketing. Organizations interested in new tools that promote more personal interaction with customers should consider NICE’s products.