On January 10, 2017, NICE of Hoboken, NJ introduced Nexidia Analytics, its next generation of Interactions Analytics that is platform-agnostic and brings together both audio and text indexing, search, analysis, and language modeling in a single solution. The shared architecture of Nexidia Analytics eliminates siloed analytics applications and databases for each interaction type. It also offers a single, uniform administration and analysis toolset for all interaction types including calls, chats, e-mails and surveys.

Published in Research Briefs
Monday, 16 March 2015 12:48

What’s So Ominous About Omnichannel?

Omnichannel customer service is about to revolutionize the industry’s understanding of first-call resolution.