SpiceCSM Joins NICE inContact DEVone Ecosystem to Provide Customer Engagement Hub for NICE inContact CXone— the World’s #...
18 Août 2017 - 1:00PM
Business Wire
SpiceCSM Offers Application on CXexchange
Marketplace to Enhance Agent Experience for NICE inContact
Users
NICE inContact (Nasdaq:NICE) today announced that
SpiceCSM has joined the DEVone development program and has products
available on CXexchange, the most extensive technology ecosystem
currently available in the customer experience market. Products
available on the CXexchange marketplace are designed to integrate
with NICE inContact CXone™, the world’s #1 cloud customer
experience platform. SpiceCSM enables customers to easily create a
Customer Engagement Hub that further extends the CXone platform by
integrating existing systems and data sources into a unified
interface for agents with powerful automated and guided
workflows.
NICE inContact CXone empowers organizations to provide an
exceptional customer experience by acting smarter and responding
faster to ever-changing consumer expectations. To meet the needs of
organizations of all sizes, CXone combines best-in-class
Omnichannel Routing, Workforce Optimization, Analytics, Automation
and Artificial Intelligence—all on an Open Cloud Foundation.
NICE inContact customers will benefit from SpiceCSM through its
ability to further enhance the customer experience by:
- Integrating any system or data source
that can contribute to the customer experience, leveraging the
value of existing infrastructure.
- Providing a single interface for
contact center resources to manage multiple customers, systems and
communication channels.
- Allowing contact centers to realize
maximum efficiency and quality by building workflows that can be
completely automated or followed by contact center agents and
customer alike, with no coding required.
Customers wanting to expand their customer experience
capabilities, while removing expensive and time-consuming
technology hurdles, turn to SpiceCSM for its broad applicability in
contact center environments and very quick return on
investment.
“SpiceCSM is excited about partnering with NICE inContact to
enable customers to easily create a complete Unified Customer
Engagement Hub that further extends the CXone platform," says Mike
Ryan, CEO of SpiceCSM. "We make possible a modern,
application-focused approach leveraging existing systems and data
sources now available on CXexchange. This provides powerful,
automated and guided workflows that are often built and refined by
internal citizen architects and business users who immediately
transform the enterprise."
Customers of both NICE inContact and SpiceCSM have realized
tremendous value across many industries for use cases ranging from
sales to healthcare benefits support, customer service, and
business process outsourcing. Typical benefits seen include much
lower handle times, higher employee retention, improved customer
satisfaction, reduced training times, and higher quality in data
capture and call documentation.
Paul Jarman, CEO, inContact:“Contact center operations
vary so vastly company to company and CXone customers can leverage
our Open Cloud Foundation to customize the system for their contact
center operations. The platform includes DEVone with extensive
developer resources and CXexchange with the most extensive
ecosystem of any cloud provider. We welcome SpiceCSM as part of the
CXexchange marketplace.”
DEVone offers partners broad tools and resources to enable them
to create new applications on CXone including extensive
documentation and support, and access to an online developer
community. Companies interested in how SpiceCSM works with CXone
can visit CXexchange to view the application, see a demo and read
reviews. CXexchange is a centralized, state-of-the-art marketplace
for developers to market and sell their CXone-based
applications.
About NICE inContactNICE (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.
NICE inContact is the cloud contact center software leader, with
the most complete, easiest and most reliable solution to help
organizations achieve their customer experience goals. Recognized
as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and
DMG, inContact continuously innovates in the cloud and is the only
provider to offer a complete solution that includes NICE inContact
CXone cloud, an expert service model and the broadest partner
ecosystem. www.incontact.com
ABOUT SPICECSMSpiceCSM is the leading platform for
creating a digital ecosystem that connects disparate systems,
people, and processes, and orchestrates interactions to greatly
enhance the user experience and better leverage existing
infrastructure. Combining a powerful integration platform, robust
business rules and work-flow engines, intelligent robotic process
automation, and a unified interface with dashboard and analytics,
SpiceCSM allows organizations unparalleled capabilities to innovate
and transform their business operations without expensive, time
consuming rip and replace initiatives. To learn more about
SpiceCSM, visit www.spicecsm.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. Jarman, 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/20170818005025/en/
inContactCorporate Media ContactCheryl Andrus, +1
801 320 3646cheryl.andrus@incontact.comorInvestorsMarty
Cohen, +1 551 256 5354ir@nice.com, ETorYisca Erez +972 9 775
3798ir@nice.com, CET
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