New Release of NICE Engage Omnichannel Recording Platform Lets Organizations Deliver a Consistent Customer Experience across ...
22 Février 2017 - 1:00PM
Business Wire
The Engage Platform helps organizations
simplify operations and facilitate digital interactions by
extending to social media channels like Facebook Messenger
NICE (Nasdaq:NICE) today announced that its NICE Engage
Platform is enabling seamless, real-time communications between
various contact center systems, thus meeting the needs of
fast-paced customer service environments as well as critical back
office operations. This is a result of efforts to provide a
simplified user experience, improve compliance capabilities,
support more digital interactions, and deliver greater integration
with third party technologies and business applications.
As the market’s leading omnichannel recording solution, NICE
Engage delivers benefits across the enterprise, helping multiple
users such as IT and operational managers, compliance teams,
service agents, and business leaders. These include:
- Reduced IT operational costs –
by providing a single, highly scalable platform that is ready for
any channel.
- Adherence to regulatory guidelines
and reduced liability and risk – by applying the same advanced
compliance policies and practices to all channels; and by
delivering real-time alerts and analyses of compliance failures
directly to mobile devices via NICE Watch.
- Digital transformation
management – by extending quality management and analytics
methodologies developed for voice to digital channels; by
supporting new social media channels like Facebook messenger; and
by promoting digitalized business processes on all
interactions.
Miki Migdal, president of the NICE Enterprise Product Group,
said: “With the latest release of NICE Engage, we are strengthening
our commitment to simplifying processes and experiences, empowering
users, and facilitating digital interactions. We are proud to
deliver the leading, most inclusive omnichannel solution, which
will play a pivotal role in helping organizations reinvent customer
service.”
Additional product capabilities:
- Enriched omnichannel capabilities for
chat/IM systems and email recording
- Greater openness – The platform uses an
umbrella API solution to simplify integration between Engage and
third party systems or business applications (CRM, Billing, Mobile
Apps, Web/social data, service data, business analytics)
- Better Connectivity to SBC – Engage 6.6
supports CISCO environments with Oracle SBC, speaker identification
in SIPREC environments, and full support for Avaya Session Border
Controller for Enterprise R7.1
- Enhancements for Avaya – Proactive
Outreach Manager DevConnect Compliance, DMCC – a NAT bypass for
outsourcers and hosted solutions (4.1 L2L), Proactive Contact 5.1.2
support.
- Superior performance and enhanced
visualization with Playback Portal – In release 6.6, a new small
scale option is supported, as well as improved performance for
large sites, without the need for additional hardware. Support
group hierarchy can also now be visualized in hierarchy DB.
Playback Portal enterprise grade readiness was also improved with
high availability (cluster for servers), NAT certification and
Windows 10 support.
- More robust transitions with SRT
validation for minor upgrades, single flow and SQL always on
support
About NICENICE (Nasdaq:NICE) is the worldwide 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.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Migdal, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: http://www.businesswire.com/news/home/20170222005671/en/
NICECorporate Media ContactErik Snider, +1 551 256
5274erik.snider@nice.comorInvestorsMarty Cohen, +1 551 256
5354ir@nice.com, ETorYisca Erez, +972 9 775 3798ir@nice.com,
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