NICE Systems and IBM have joined forces to bring the power of “Big Data analytics” incorporates data the emanates from the contact center. As described in this press release, NICE will deploy IBM’s InfoSphere BigInsights (on top of Hadoop), to capture and conduct complex analysis on huge amounts of data (both structured and unstructured) from a variety of sources, including customer interactions.

In many ways, “big data” is the buzzword du jour, but it can’t be ignored because the size of investment that large companies have committed to it. Gartner, for instance, expects spending on big data to reach $28 billion in 2012. NICE, in concert with IBM, aim to ensure that contact centers are not left behind as enterprise decision makers formulate their data management strategies. In the NICE/IBM announcement Robert Thomas, IBM vice president of big data alliances noted that incorporating customer interaction data is a good way to “get started with big data” most notably because it links investment with the key business objective of “enhancing customer experience and improving operational efficiency.”

NICE is also a Gold Sponsor of Voice Biometrics Conference-Singapore, where its executives will also be describing how customer conversations and voiceprints can be incorporated into caller authentications and fraud prevention strategies. You can learn more about VBC here.

Categories: Articles

Tags: Contact Center, Analytics, Big Data, customer experience, NICE Systems