NICE Introduces a New Methodology for Optimizing Customer Dynamics to Generate Maximum Business Value from Customer Interactions.

Electric Insurance, DHL,, and Salt River Project among industry leaders using NICE to harness Customer Dynamics by uncovering customer intent and gathering strategic insights to impact interactions and business performance.

“The ability of an enterprise to understand the customer and optimize the dynamics between customer and enterprise as the interaction is happening sets it apart from the competition,” said Michael Maoz, Research Vice President and Distinguished Analyst at industry analyst firm Gartner. “It can make the difference between becoming an effective company with a loyal customer base or remaining an industry laggard.  To discover the “voice of the customer” – the sentiment and opinions that shape customer behavior — leading organizations analyze interactions across multiple channels, including mobile devices and social networks outside of their direct control.”