Basis Technology today announced that 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 organisations 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 behaviour 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, normalising words to their stems, and more to improve search accuracy and speed. The system will allow call centre agents using the NICE platform to find relevant information faster, improving efficiency.

"Effective contact centre agents need to be able to access the information that their customers are looking for in realtime," 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."