Nice's Customer Engagement Analytics creates a complete view of the customer journey by capturing and analysing all customer interactions, transactions and events. By leveraging Big Data, interaction analytics and predictive models, it helps organisations map individual customer behaviour across time and touch points in order to understand context, uncover patterns, predict customer needs, and personalise interactions in real time. This drives business initiatives like call volume reduction and sales optimisation, and can tie into Voice of the Customer programmes.

The Nice Fizzback solution enables organisations to better understand customer needs and preferences by extracting insights from real-time customer feedback. Organisations can quickly and easily understand the key drivers of customer dissatisfaction and take action for immediate improvement. Feedback can also be used to promote frontline staff coaching and reward high performers.

Miki Migdal, President of the Nice Enterprise Product Group said, "Nice is committed to ongoing product innovation to help organisations exceed their customers’ expectations and deliver a high return on investment. These awards from TMC Customer magazine reinforce our position as a leading provider of customer experience solutions, which enable organisations to engage with their customers across channels and touch points and take action to improve the customer journey at every step.”

Rich Tehrani, CEO, TMC explained, "Nice is a prominent player in the market that has shown its dedication to providing quality solutions that benefit the customers’ overall experience. We are proud to recognise Nice in our 2015 Product of the Year awards, and look forward to seeing new developments in the coming year.”