NICE has launched NICE Satmetrix, a fully-integrated, self-service, analytics-driven Voice of the Customer (VoC) solution that delivers unprecedented insight and engagement. It uses cutting-edge analytics to give organisations a complete, real-time view of the customer experience.
NICE Satmetrix combines direct and indirect feedback with customer data, as well as the organisational engagement tools needed to take immediate and strategic action to reduce churn, boost customer loyalty, and drive profitable growth. New features include activity-triggered surveys and pre-packaged role-specific tools delivered with self-service ease. It also offers unrivalled Net Promoter Score (NPS) capabilities, including the market’s leading methodologies and an extensive knowledge base, which enables customers to derive the greatest possible value from VoC programmes.
Designed to meet the needs of organizations of all sizes, NICE Satmetrix offers a multi-tenant, full self-service cloud platform with web and mobile capabilities at a fraction of the time to value and complexity of other VoC solutions. It offers unmatched breadth and depth of insight, which triggers broad organisational engagement across many roles, driving a multi-pronged approach to improving the customer experience and bottom-line results.
Total customer view – Large scale, omnichannel collection of customer feedback and operational data, with limitless drill-down and filtering capabilities for investigation and planning.
Agile program management – Complete self-service platform enabling almost instantaneous setup as well as easy adaptation and expansion to support changing business needs, all with the support of a library of templates, best practices and training guides.
Organisational engagement – Sophisticated, configurable workflows and integrations with the entire NICE portfolio allow organisations to connect customer feedback with quality and performance programs to cultivate a customer-centric culture across the business.
Superior analytics – Advanced speech and text analytics, together with machine learning and predictive analytics, enables organisations to extract insights at scale that allow them to take effective action and drive even deeper engagement.
Liquid Voice has announced the immediate availability of Liquid Analytics. This new contact centre tool includes the latest generation transcription engine, developed by Speechmatics in partnership with the University of Cambridge, and uses deep neural networks to achieve an average accuracy of 85% on recordings. The Liquid Analytics transcription engine has been independently benchmarked and […]READ MORE
Liquid Voice, a leading provider of interaction recording, quality management and analytics, has announced the immediate availability of a new Payment IVR solution. This innovative solution will make it easier for organisations taking personal information and payment details over the telephone to comply with the Payment Card Industry Data Security Standard (PCI DSS). It will […]READ MORE
SVL Business Solutions, the UK’s most experienced provider of multimedia interaction recording and advanced contact centre applications, has launched RevolutionCloud, a new Contact-Centre-as-a-Service solution. This game-changing hosting platform eliminates the limitations of other systems by offering a flexible choice of applications from some of the world’s leading technology vendors that deliver the same high level […]READ MORE
NICE introduces new machine learning capabilities to drive the next evolution of cognitive process automation
NICE has announced the next evolution in its cognitive automation platform – an integration with technology partner Celaton to infuse NICE Robotic Automation with enhanced machine learning capabilities. This integration creates a digital workforce that can manage, consume and assimilate more complex unstructured data to decrease manual effort by 85% across some of the most […]READ MORE
SVL Business Solutions has appointed Catriona Connelly as Support Manager. Based at the company’s headquarters in East Kilbride, she will be responsible for the day-to-day running of the service desk and support teams to ensure the delivery of outstanding levels of support to users operating in a wide range of market sectors across the UK. […]READ MORE
SVL Business Solutions has appointed Indy Kaur as WFM Analyst. In this role she will be responsible for providing training and support for SVL’s expanding portfolio of customers that are deploying best of breed WFM solutions from the world’s leading vendors including NICE and Teleopti.READ MORE
Liquid Voice, one of the leading providers of interaction recording, quality management and analytics, has announced the immediate availability of an innovative new solution that will help organisations to comply with GDPR which comes into effect in May 2018. It fully integrates into the Liquid Voice platform or can be specified as a stand-alone application […]READ MORE
NICE Inform Elite is the eighth generation of this industry-leading multimedia incident information management solution for public safety control centres. It delivers incident intelligence that empowers public safety organisations to improve their operational performance, provide better quality service and make smarter decisions. “All emergency communication centres have performance targets they strive to meet,” said Chris […]READ MORE
Liquid Voice, one of the leading providers of interaction recording, quality management and analytics, has announced the immediate availability of a new Automated Speech Transcription solution. Used in conjunction with Liquid Voice’s interaction recording and quality monitoring platforms, it will significantly enhance the ability of contact centres and control rooms to locate and replay stored […]READ MORE
NICE has announced that its NICE Engage Platform is enabling seamless, real-time communications between various contact centre systems, thus meeting the needs of fast-paced customer service environments as well as critical back office operations. This is a result of efforts to provide a simplified user experience, improve compliance capabilities, support more digital interactions, and deliver […]READ MORE
SVL Business Solutions, the UK’s most experienced provider of multimedia interaction recording and advanced contact centre applications, has completed a definitive agreement to acquire a 25 percent equity interest in Liquid Voice, a leading developer of enterprise call recording and contact centre solutions.READ MORE
According to DMG Consulting LLC’s 2016-2017 Speech Analytics Product and Market report, NICE Systems has been designated the clear market leader for speech analytics, with its recording-agnostic solutions accounting for 47.2 percent of all contact centre seats – more than double that of its closest competitor. The company’s share of the market grew substantially, up […]READ MORE
Liquid Voice enhances flexibility and quality management processes for contact centres with Smart Interactions
Liquid Voice has launched Smart Interactions, an innovative new contact centre quality management platform. Built from the ground up to meet the rapidly evolving contact centre market, Smart Interactions is modular and includes speech analytics and agent engagement tools to help managers deliver more effective training and meet key customer satisfaction metrics. It also offers […]READ MORE
NICE Systems has announced the launch of Scenario Analyser, which allows organisations to conduct precise, in-depth analysis of various business challenges related to the cross-channel customer journey.READ MORE
NICE Systems has announced the release of the latest edition of its recording solution for Skype for Business. It brings the trusted capabilities of NICE recording solutions and unique financial services compliance features to Microsoft’s latest unified communications platform. NICE recording solutions are deployed across most of the banks around the globe and the latest […]READ MORE