Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
Build Apps 5x Faster
For Half the Cost
Enterprise Cloud Computing

On Force.com
You are here: Home / Business Intelligence / NICE Integrates IBM Big Data Analytics
DDoS Protection Powered By Verisign
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 BE OF INTEREST
Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.
MORE IN BUSINESS INTELLIGENCE
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Are Government Spies Tipping Off Tor?
Less than a month ago, tech news headlines heralded a Tor Project breach. Now, some are saying that government spies are sharing information with Tor to help it prevent future breaches.
 
Backoff Malware Hits 1,000+ Businesses, Likely More
More than 1,000 businesses across the U.S. might have been affected by Backoff, a new kind of point-of-sale (PoS) malware, according to the Department of Homeland Security.
 
PlayStation Network Back Online After Attack
Sony’s PlayStation and Entertainment Network are back online after a distributed denial of service (DDoS) attack crashed the systems on Sunday. But Sony says no personal info was accessed.
 

Enterprise Hardware Spotlight
Apple Set To Release Largest iPad Ever
Tech giant Apple seems to have adopted the mantra “go big or go home.” The company is planning to introduce its largest iPad ever: a 12.9-inch behemoth that will dwarf its largest existing models.
 
Alert: HP Recalls 5 Million Notebook AC Power Cords
HP is recalling about 5.6 million notebook computer AC power cords in the U.S. and another 446,700 in Canada because of possible overheating, which can pose a fire and burn hazard.
 
Acer's New Desktop Box Rides the Chrome OS Wave
Filling out its Chrome OS line, Acer is following the introduction of a larger Chromebook line earlier this month with a new tiny $180 desktop Chromebox and also a smaller Chromebook.
 

Mobile Technology Spotlight
Apple Set To Release Largest iPad Ever
Tech giant Apple seems to have adopted the mantra “go big or go home.” The company is planning to introduce its largest iPad ever: a 12.9-inch behemoth that will dwarf its largest existing models.
 
Verizon Hops on the Voice-Over-LTE Bandwagon
Wireless provider Verizon is gearing up for a nationwide launch of its Voice-over-LTE service over the next several weeks, promising clearer and crisper phone calls and a Skype-like video service.
 
Smartphone 'Kill Switch' Law in California; Will Other States Follow?
California’s new law -- signed by Gov. Jerry Brown on Monday -- aimed at deterring cellphone theft could mean most mobile phones sold in the U.S. will soon include similar “kill-switch” tech.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.