NICE Enriches its Interaction Analytics Solution for the Philippine and Thai Markets

The enhanced solution enables organizations to get closer to their customers by gaining more insight into voice interactions in Tagalog and Thai languages

September 30, 2014

Singapore, September 30, 2014 – NICE Systems today announced that it has enhanced its NICE Interaction Analytics solution by adding advanced speech-to-text capabilities and a phonetics engine for voice interactions in both Tagalog and Thai languages. This capability will enable organizations in the Philippines and Thailand to unveil richer, more accurate insights from a larger number of customer interactions to improve operational efficiency and quality management processes, increase sales, and enhance the overall customer experience.

NICE Interaction Analytics enables companies to transform the valuable information hidden in customer interactions into business results by preparing the workforce to handle customer interactions, shape them in real time, and continuously improve future interactions. The solution supports hybrid speech analytics, which includes both transcription and phonetic indexing, enabling contact centers to analyze 100 percent of calls, categorize them into call types, pinpoint trends, identify drivers of call issues, and detect regulatory breaches.

Raghav Sahgal, President, NICE APAC

“The significant economic growth in both the Philippines and Thailand reinforces the fact that these are two major emerging markets in Asia. Support for transcription and phonetic indexing in Tagalog and Thai, allows customers in these markets to fully leverage NICE Interaction Analytics, and is a strong indication of our commitment to these markets. We take great pride in our ability to help organizations get closer to their customers to deliver an exceptional customer experience, improve operational efficiency, grow revenue and ensure regulatory compliance.”

About NICE Systems

NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.

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