NICE Launches Digital Containment Solution Allowing Organizations to Move from Managing Channels to Managing Journeys
09 Mai 2017 - 1:00PM
Business Wire
The solution optimizes customer experience and
contact center cost-effectiveness by using customer journey
analytics to minimize cross-channel transfers
NICE (Nasdaq:NICE) today introduced Digital Containment,
a powerful solution for Digital Transformation initiatives, which
improves customer experience and self-service customer interactions
over digital interaction channels by leveraging in-depth
multi-channel journey analytics. The consumer insights obtained
through advanced algorithms are key to mitigating digital channel
pain points in order to reinvent customer service and increase
contact center cost-effectiveness.
A NICE research study indicates 60 percent of customers bypass
digital self-service applications, or give up using them
mid-process, in favor of speaking with a customer service agent.
Such channel transfers generally make customer interactions 12
times more expensive for service organizations (NICE Customer
Survey 2016).
NICE Digital Containment addresses this issue, promoting
seamless customer self-service with measurable results. Early
results from global brands that have implemented the solution
include:
- Seamless and efficient digital
transactions: average handle times decreased more than 40 percent,
and average agent involvement in customer interactions decreased by
more than 30 percent.
- Stronger loyalty, customer retention,
and advocacy: customer satisfaction scores (CSAT) increased nearly
30 percent, and Net Promoter Scores (NPS) increased by 56
points.
- Reduced costs and increased revenue: a
wireless US telecommunications company, for example, estimated
savings of $7 million by moving 10 percent of billing calls to
self-service, and $3 million by reducing transfers by five percent;
a leading global media company estimated an ROI of $5.1 million in
savings due to containment optimization, and new client captures
increased, while churn was reduced, increasing profitability.
Built on the NICE Customer Experience Analytics platform,
Digital Containment is an exceptional solution for customers
wanting to present a single view of their customers’ digital
journeys across web, mobile and voice while leveraging Big Data
analytics. By evaluating every digital engagement, companies can
identify common contact reasons and scenarios, as well as isolate
the root cause of customer drop-out from digital channels. For
example, companies can correlate the most-viewed pages on their
website and the last-viewed pages, where self-service ended, to
determine the best course of action to retain customers in the
digital channel.
By operationalizing the results presented by NICE Digital
Containment, companies can ensure their customers accomplish their
goals through automated digital channels, improving customer
satisfaction and reducing contact center costs.
Miki Migdal, president of the NICE Enterprise Product
Group:“The global market for self-service digital technologies
is growing rapidly. In this environment, NICE’s Digital Containment
solution helps ensure contact centers can provide their customers
the rapid, independent issue resolution they demand. By optimizing
the use of digital channels, brands can maintain a competitive edge
while deriving the greatest value possible from their digital
investments, keeping their operating expenses low, and reinventing
customer service with the insights generated from every
engagement.”
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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NICECorporate Media ContactIlana Hart,
+972-9-775-3818ilana.hart@nice.comorInvestorsMarty Cohen, +1
551 256 5354, ETir@nice.comorYisca Erez +972 9 775 3798,
CETir@nice.com
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