Businessweek

NICE-Systems Ltd. provides software solutions that enable organizations to improve business results, ensure compliance, fight financial crime, and safeguard people and assets. The company’s solutions enable organizations to capture either directly or indirectly, analyze, and operationalize, both off-line and in real time, mass quantities of structured and unstructured data (Big Data) from multiple customer interaction channels, including phone calls, Web activity mobile apps, emails, chat, social media, video, radio transmission, physical sensors, and transactions. Strategy The company’s strategy is to be a global, multi-business leader in enabling large, industry-leading organizations to operationalize Big Data and take the next-best-action when interacting with people, by leveraging its technologies for real time and offline analytics of Big Data. The key elements of the company’s strategy include continuing to provide solutions that are leaders in their respective markets; maximizing the synergies across its businesses; offering its solutions in an enterprise software model; expanding its business offering with software-as-a-service (SaaS) and hosting; continuing to provide cross-channel analytics solutions; continuing to invest in bringing comprehensive solutions to its existing customers; and continuing to invest in internal innovation and development while pursuing acquisitions. Business Areas The company operates in three business areas, such as customer interactions; financial crime & compliance, and security, safety & operations. CUSTOMER INTERACTIONS BUSINESS The company’s customer interactions business serves customer-centric organizations in business-to-consumer enterprises, such as in the financial services, telecommunications, and healthcare industries, and others. The NICE Customer Interactions solutions capture customer interactions, transactions, and feedback; analyze them in real time and offline to reveal business insights; uncover the context of each customer interaction, across channels and time, mapping the customer journey; and apply these insights in real time and offline. Compliance and Risk Compliance Recording proactively captures and retains all customer interactions across multiple touch points to help ensure compliance with government regulations, such as Dodd-Frank, SEC 17a-4, HIPAA, SOX, PCI-DSS, FSA and MIPPA, and internal policies, as well as resolve disputes, perform investigations, and verify sales. Proactive Compliance for Consumer Protection is a solution that includes speech analytics and real time agent guidance. It monitors calls and directs agents to communicate the right information to customers. It also provides call capture, agent desktop recording, and automated monitoring and reporting. Contact Center Fraud Prevention also utilizes the company’s voice biometrics and real time decisioning and guidance engines, along with Interaction Analytics and the NICE Actimize Risk Case Manager, to identify fraudsters by their voice patterns, uncover social engineering tactics, assess call risk, guide agents to appropriately handle high-risk interactions, and open and manage an investigation ticket. Real time Authentication utilizes a NICE patent-pending innovation that utilizes voice biometrics for authenticating customers in real time with no customer effort. It also helps agents expedite time to service and significantly reduces fraud risk for all customers. Trading Floor Compliance Solutions enable organizations to capture, monitor, and analyze interactions and transactions in real time to proactively minimize risks, detect potential regulatory breaches, counter fraudulent activities, and improve investigative capabilities. These solutions deliver comprehensive, integrated capabilities to manage the complex, ongoing, high-risk exchange of interactions and transactions between traders, firms, and their counterparties. Essential Compliance is a set of solutions that enable trading floors to record and store transactions and interactions in any media, and flexibly and manage and access archived material on demand. Essential Compliance helps