HOME     MENU     SEARCH     NEWSLETTER    
CUSTOMER RELATIONSHIP MANAGEMENT NEWS. UPDATED 7 MINUTES AGO.
You are here: Home / Big Data / NICE Integrates IBM Big Data Analytics
Druva Endpoint Backup:
Enterprises Realize Simple Secure Backup with Druva
www.druva.com
NICE Systems Integrates IBM Big Data Analytics
NICE Systems Integrates IBM Big Data Analytics
By Barry Levine / CRM Daily Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
OCTOBER
25
2012



Big Data is getting bigger, with many organizations looking to analyze the fire hose of information that their operation is generating. Last week, customer interaction management vendor NICE Systems announced that it was integrating IBM's Big Data analytics into its customer service applications, to help companies improve customer experience and business intelligence.

NICE said the integration of IBM's InfoSphere BigInsights software will help its clients to utilize data that is being gathered from customer interactions across a variety of communication channels, including voice, e-mail, chat and Web.

Hundreds of terabytes of raw data are acquired by many companies, NICE said, and determining patterns in the data could lead to insights about customer preferences, usage trends and patterns, location data, potential threats and other business intelligence. But much of the data is unstructured -- such as recorded conversations, social media interactions, transactions or surveillance video -- and companies have often resisted the cost and labor required to process the information.

Big Data's 'Opportunity'

NICE's solutions are designed to enhance customer interactions, using real-time, cross-channel analytics to improve the customer experience, streamline organizational efficiency and improve compliance. This, the company said, improves business performance, decreases financial risk, and enhances safety and security.

NICE's software is designed to capture interactions, transactions and video surveillance from such sources as phones, CCTV video feeds, emergency-services radio communications, e-mails, chat, social media and other channels, in order to realize "the intent of customers, criminals and terrorists, or fraudsters."

Yochai Rozenblat, president of NICE's Enterprise Group, said in a statement that "Big Data is often seen as a challenge, instead of an opportunity." He added that the enormous amount of information being generated, especially because of the growth of cloud, social and mobile technologies, can be used to "better understand the customer, their operations," and to identify market trends.

Hadoop Software

IBM's analytical software utilizes Hadoop software, which stores the data in a distributed file system and allows the use of lower-cost servers. In a Hadoop cluster, data is broken down into small pieces and distributed for processing, providing scalability so that huge loads can be handled. IBM said on its Web site that the goal of Hadoop is to "use commonly available servers in a very large cluster, where each server has a set of inexpensive internal disk drives."

Matt Storm, NICE's director of Innovations and Solutions, told us the integration with IBM's Big Data software allows NICE's customers to access IBM's industrial-strength analysis, or to integrate with existing installations of IBM's tools.

"If you look at just a single interaction inside customer service," Storm said, there could easily be "50 to 150 data points relating to that interaction," including the product, the ZIP Code and other details. The IBM integration is not accessing new data, he said, but is providing affordable "scalability, speed and reliablity" or allowing NICE's customers to utilize IBM tools they already have.

Tell Us What You Think
Comment:

Name:

Like Us on FacebookFollow Us on Twitter
TOP STORIES NOW
MAY INTEREST YOU
BMC's shared success is built on 6 fundamental principles: 1) An Intuitive User Experience 2) Agile Application 3) Actionable Intelligence 4) Adaptive Automation 5) Compliance & Risk Mitigation 6) Optimized Infrastructure & Cost. Contact BMC to learn more.
MORE IN BIG DATA
Product Information and Resources for Technology You Can Use To Boost Your Business

NETWORK SECURITY SPOTLIGHT
Sony is no stranger to breaches. Sony’s PlayStation Network was hacked in 2011 and attackers obtained 77 million user accounts. The latest attack comes against Sony Pictures Entertainment.

ENTERPRISE HARDWARE SPOTLIGHT
Chinese computer maker Lenovo got creative with the marketing campaign around its Yoga 3 Pro. Lenovo hired the Upright Citizens Brigade, a comic troupe, to help drum up visibility for its new device.

MOBILE TECHNOLOGY SPOTLIGHT
In its bid for the wearables market, Sony is reportedly developing a watch made out of electronic paper for release as soon as next year. The e-paper watch will emphasize style over tech innovations.

© Copyright 2014 NewsFactor Network, Inc. All rights reserved. Member of Accuserve Ad Network.