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| Contact Us |
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Contact NICE: Customer hotline: (888) 217-0593 email: Welcome@nice.com On the web: www.nice.com |
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Special Offer for Dictaphone customers: |
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NICE Systems, Inc. 950 Herndon Parkway Suite 250 Herndon, VA 20170 |
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| FOX NEWS REPORTS ON NICE EMOTION DETECTION, WORD SPOTTING |
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Does this situation sound familiar? You have a problem with your Internet service provider, your bank or your local phone company. You call to express your extreme frustration and to cancel your service. Surely, the company on the other end of the line cares about losing you as a customer. But is anyone really listening? The answer is a resounding "yes," thanks to new emotion detection and word spotting software from NICE. NICE's solutions are bringing a whole new level of customer responsiveness to contact centers. Where before, managers might have only been able to randomly monitor a small fraction of customer calls, today they can "listen" to virtually everything. The NICE software does it for them, capturing an emotional baseline at the beginning of a call and detecting changes in a caller's emotion throughout. It can even detect key red flag words like "cancel" spoken by the caller. Eran Gorev, president and CEO of NICE Systems Inc., recently shed more light on this subject in an interview with FOX News Live. "These businesses do care about your level of satisfaction," says Eran. "What they are finding difficult to do is listen to all of these calls because we're talking about millions and millions of interactions every day. Using technology today's companies can listen to all of these calls and make sure that your issues are addressed effectively." View the complete video of the FOX News interview with Eran. |
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