News

NICE Nexidia Adds Rosette Text Analytics to Enhance Search Speeds

26 July 2018

CAMBRIDGE, Mass., July 26, 2018 — Basis Technology today announced that NICE (Nasdaq: NICE) is integrating Rosette® text analytics in Chinese, Dutch, English, French, German, Italian, Japanese, Portuguese and Spanish into NICE Nexidia to enhance analysis capabilities of webchats, emails, and other text-based customer interaction channels.

NICE empowers many of the world’s leading organizations to improve customer experiences by harnessing the power of structured and unstructured data and turning it into valuable and actionable information that drive smarter decisions and improve business performance. NICE Nexidia helps uncover valuable insights about customer behavior over their full journey with the enterprise, creating long-lasting relationships and improving business outcomes.

The text analysis provided by Rosette boosts NICE Nexidia’s ability to provide insights from text-based customer interactions, allowing enhanced identification of areas for improvement in customer experience.

Rosette’s base linguistics breaks text down into fundamental building blocks: identifying tokens, normalizing words to their stems, and more to improve search accuracy and speed. The system will allow call center agents using the NICE platform to find relevant information faster, improving efficiency.

“Effective contact center agents need to be able to access the information that their customers are looking for in real-time,” said Miki Migdal, President of the NICE Enterprise Product Group. “Rosette’s sizeable language coverage and significant search enablement further augments the speed at which agents can find information, so that answers are always at their fingertips.”

“Automation is improving efficiency and best practices across every vertical,” said Basis Technology’s COO, Steve Cohen. “We’re thrilled to supply the information extraction tools that will allow NICE, a world leader in call center automation, to enhance search speed across a wide range of languages.”

About Basis Technology

For over 20 years, Basis Technology has provided the underlying analytical components to some of the largest and most difficult solutions that improve sales, reduce risk, and save lives. For more information visit www.basistech.com.

About NICE

NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.

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