The latest release of the world’s No. 1 cloud
customer experience platform revolutionizes organizations’ ability
to provide best-in-class customer experience with omnichannel
journey management, analytics-based routing, and unified workforce
optimization
NICE inContact (Nasdaq:NICE) today ushered in a new era
of customer experience management with the CXone Summer 2017
release. By introducing innovative cloud native workforce
optimization (WFO) applications, NICE inContact CXone™ is the first
and only platform that combines best-in-class Omnichannel Routing,
Workforce Optimization, Analytics, Automation and Artificial
Intelligence—all built on an Open Cloud Foundation. CXone is
designed to meet the needs of organizations of all sizes and
through its unified application suites, is uniquely capable of
helping organizations power seamless experiences for both customers
and employees.
CXone improves customer experience with comprehensive
omnichannel journey management for all voice and digital channels
and improved routing accuracy for digital channels through
analytics-based routing. In addition, customer developers and
partners are empowered to innovate with the most extensive customer
experience ecosystem, DEVone developer program and CXexchange
marketplace.
“Providing a complete solution, including integrated omnichannel
routing, analytics, workforce optimization and automation, is
crucial for success in the customer service industry,” said Paul
Jarman, CEO, NICE inContact. “Our purpose-built solution helps
contact centers achieve their business goals and meet the rapidly
evolving needs of the modern customer service industry.”
Analyze and Intelligently Route Omnichannel Customer
Interactions
NICE inContact CXone is the only customer experience platform to
deliver a complete omnichannel analytics product addressing all
customer interactions, including voice and digital channels.
Customers can now analyze the full spectrum of their customers’
omnichannel experiences in order to pinpoint positive and
negative customer interactions, understand associated
drivers, and take informed, immediate action to improve
customer satisfaction.
Building on advanced routing functionality introduced in the
Spring Release that includes text-based routing by topic, language,
and sentiment, the Summer Release makes it possible to move past
rudimentary email handling approaches and greatly improve email
routing accuracy and agent productivity. A new user interface
makes it easy to customize text analysis based on company-specific
or industry-specific terminology and to create custom categories
for monitored discussion topics.
Increase Ecommerce Sales and First Contact Resolution with
Proactive Agent Assist for Web and Mobile
By empowering customer service agents to identify and
proactively assist online shoppers that are ‘stuck’, businesses can
now grow ecommerce revenue faster. New collaborative browsing
capabilities improve ecommerce sales conversion rates and
resolve more interactions during first contact (FCR). These
new and enhanced customer interaction channels include:
Co-browsing for
CXone: Provide agents with the ability to guide customers
through their online customer journey. Agents can share web pages
or online forms with customers and provide assistance using visual
hints such as highlighting areas on the page or form.
Advanced and Proactive
Chat for CXone: Organizations now have flexible and
customizable options for offering chat on their company website.
Advanced chat allows agents to synchronize their screen display
with the customer’s to deliver truly personalized service and
support while browsing. Proactive chat allows contact centers to
manage costs by controlling how chat is offered using a rules-based
Intelligence Engine. Brands can now selectively offer chat
assistance, for example, when a customer’s shopping cart is over a
predetermined value or when time spent on a particular web page
exceeds average lengths.
Improve Employee Experience with Fully Unified, Cloud Native
Workforce Optimization
With this release, NICE inContact introduces the first fully
unified, cloud native Workforce Optimization solution, CXone
Workforce Optimization. Jointly developed by the WFO experts at
NICE and inContact, this unified cloud native solution brings
together the power of the CXone platform, and delivers Omnichannel
Routing and Analytics in a single, modernized, and easy-to-use
interface. User Management across all CXone products now takes a
“one and done” path, eliminating the need for manual re-entry of
user profiles and settings. The CXone Workforce Optimization suite
includes:
CXone Recording – Capture all voice and
non-voice interactions with audio and screen recording. A
simplified interface and familiar approach to search reduces the
effort to locate specific contacts and criteria.
CXone Quality Management – Plan, evaluate,
and coach easily with a consistent user interface and an
easy-to-manage evaluation process.
CXone Workforce Management – Gain control
over occupancy with the industry’s most accurate and patented
forecasting tools.
Empower Customer Developers and ISV Partners to Innovate with
the Most Comprehensive Customer Experience Developer Program and
Marketplace
To enable customer IT teams and ISV partners to tap into the
power and extensibility of the CXone platform, DEVone developer
program offers broad tools and resources that enables them to
easily create new applications, integrations, and customizations
for CXone. DEVone includes over 250 RESTful APIs, extensive
documentation, support, and access to an online developer community
with forums to share knowledge with other customers, partners and
NICE inContact programmers. ISV partners also receive support to
build extensions to the CXone platform for inclusion on CXexchange,
the leading online customer experience marketplace.
CXexchange offers a centralized, state of the art marketplace
for ISV partners to market and sell their applications and
integrations built for CXone. NICE inContact users can visit
CXexchange to compare solutions from over 65 providers, view
product demos, and choose the right technology to extend and enrich
their CXone platform.
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
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/20170914005639/en/
NICE inContactCorporate Media ContactCheryl
Andrus, +1 801 320
3646,cheryl.andrus@incontact.comorInvestorsMarty Cohen, +1
551 256 5354, ETir@nice.comorYisca Erez +972 9 775
3798, CETir@nice.com,
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