NICE Systems has unveiled its customer engagement analytics platform, said to be the industry’s first to combine interaction and transaction analytics.
The platform allows organizations to capture and analyze big data generated by cross-channel customer engagement and map the entire customer journey.
The offering features multi-channel collection, analysis and operationalization of big data.
“Underneath all this data lies a wealth of information from which great business value can be realized,” said Keith Dawson, principal analyst at Ovum. “All of this data must be captured, connected, and analyzed across touch points. Then, the organization must make this information actionable.”