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.
Part of the NICE Customer Journey Optimisation solution, Scenario Analyser is the first application of its kind and empowers enterprises to weed out inefficiencies, bottlenecks and stress points in the customer journey. It also enables relevant business intelligence to be applied in real time and leverages a more comprehensive understanding of the needs of customers.
Scenario Analyser lets analysts zoom in on deflections from one channel to another based on specific use cases. They can then examine underlying factors such as initial contact reasoning, customer profile, number of transfers, and time spent on each channel. This information enables organisations to understand why customers move between channels and take prompt action to resolve recurring issues.
About NICE Customer Journey Optimisation
NICE Customer Journey Optimisation uses predictive and real-time analytics as well as patented machine learning technologies to identify customer behaviour patterns and help determine their next move, likeliness to churn or interest in a particular product or offer. This information can be used to personalise the customer experience in real-time by deciding which offers or messages to present while an interaction is taking place.
