One of Australia’s Largest Insurers Selects NICE’s Nexidia Analytics Solution to Improve Customer Experience
05 Décembre 2017 - 12:30PM
Business Wire
The company turned to NICE’s market-leading
analytics solution to gain fast, accurate, AI-driven insights from
its global omnichannel interactions
NICE (Nasdaq: NICE) today announced that one of
Australia’s largest multinational insurance companies is
implementing Nexidia Analytics as part of an initiative to improve
customer experience, increase efficiency and reduce costs. The
company selected the next-generation omnichannel analytics solution
due to its speed, accuracy and responsiveness, as well as its
integration capabilities and impressive proven results.
Nexidia Analytics rapidly captures and analyzes 100 percent of
the Australian insurer’s customer calls, combines the information
with interaction data from web chats, surveys and more, and then
derives rich, accurate and actionable insights. This allows the
company to identify customer service pain points, take action to
address them, forecast the potential benefits of specific
improvements, and later measure the results. With unified metrics
from various interaction channels, company supervisors are also
empowered to identify best practices and coaching opportunities
among their agents, ensuring that required scripts and regulatory
requirements are fulfilled.
With nearly 5,000 contact center seats, handling about 12
million interactions annually, the company identified a business
opportunity in making customer experience one of its key
differentiators. Recognizing that this required a more precise
understanding of their customer interactions, the company selected
NICE’s Nexidia Analytics solution to provide the insights that
drive increased satisfaction and efficiency. As a NICE customer for
over 20 years, the insurer saw Nexidia Analytics as an extension of
its existing offering, seamlessly integrating with the NICE
recording platform already in use.
Key to the success of NICE’s analytics platform is the
artificial intelligence technology underpinning its capabilities,
including deep-learning neural networks and natural language
processing that make it progressively more accurate in identifying
the drivers of customer satisfaction. The technology also allows
sophisticated searches across contact center interactions, in order
to drive actionable business insights that the company can use to
improve customer service. This has made NICE speech analytics the
recognized leader in the market, according to DMG Consulting.
Darren Rushworth, president, NICE APAC:
“The Australian insurer’s implementation of NICE Nexidia
Analytics is the largest of its kind in the region, providing the
company analytics with no limits. Our solution navigates the
complexities of modern insurance sector interactions, extracts
implicit feedback across multiple channels, and draws actionable
insights from all customer touchpoints. With these interaction
analytics capabilities, the client gets to know its customers
better, no matter how large the base is, and can make decisions
that improve both customer experience and bottom-line business
results.”
About NICE
NICE (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 Statements
This 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. Rushworth, 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.
View source
version on businesswire.com: http://www.businesswire.com/news/home/20171205005463/en/
NICECorporate MediaChristopher Irwin-Dudek,
201-561-4442chris.irwin-dudek@nice.comorInvestorsMarty
Cohen, +1 551-256-5354ir@nice.com, ETorYisca Erez +972 9 775
3798ir@nice.com, CET
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juin 2024 à Juil 2024
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juil 2023 à Juil 2024