A year after launching Engagement Analytics, which offers a way to collect transaction data and information from interactions that happen in an organization, and combine that information to seek insights, NICE has come out with the Customer Journey Optimization solution. This new multichannel solution enables analysis of behavior between channels so organizations can see where customers are going on their paths of interaction with those organizations. As a result, those organizations can establish more efficient and consistent systems and processes with which to assist those customers.
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