NICE goes in search of Big Data

NICE Systems announced its integrated big data solution that will enable organisations to improve the customer experience by enhancing their analytics-based customer service applications.

 

This solution helps companies leverage, in real time, big data gathered from customer interactions that take place across multiple communication channels, such as voice, email, chat and web, to maximise the business value of each interaction.  The integrated solution provides organisations with a comprehensive view of the entire customer experience as well as the ability to impact the interaction in real time.

NICE’s solution incorporates IBM’s big data analytics software, including InfoSphere BigInsights, which supports the collection, integration, and transformation of large volumes of data, with data structures ranging from simple to highly complex. InfoSphere BigInsights uses Hadoop technology, which stores the data on a distributed file system (HDFS), utilising commodity servers that provide linearly scalable and reliable storage at a lower cost.

“Businesses in all industries are looking for new ways to get started with big data,” said Robert Thomas, IBM vice president of big data alliances. “The combination of NICE and IBM software provides clients with a comprehensive view of customer data and interactions, which is essential to achieving key business objectives, such as enhancing customer experience and improving operational efficiency.”

“Big data is often seen as a challenge, instead of an opportunity,” said Yochai Rozenblat, President of the Enterprise Group at NICE. “We seek to empower businesses to use technology to address the vast amounts of data they collect to better understand the customer, their operations, and identify market trends – ultimately turning that wealth of information into an important asset.”