NICE inContact CXone With RiverStar Improves Compliance and Reduces Training Costs and Errors for Appriss Safety
16 Mai 2018 - 12:30PM
Business Wire
RiverStar Unified Agent Desktop helps
streamline agent experiences and increase efficiencies with
individual workflows for agents
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced business results created for Appriss Safety with NICE
inContact CXone and integrated RiverStar Unified Agent Desktop that
streamlined agent experiences and increased efficiencies. RiverStar
Unified Agent Desktop is available on CXexchange marketplace
featuring ready-to-use applications designed to integrate with NICE
inContact CXone™, the world’s #1 cloud customer experience
platform.
Appriss Safety operates a comprehensive and up-to-date arrest
data network, serving government agencies and commercial
enterprises to save lives, fight crime, prevent fraud, and manage
risk. To comply with state laws at Appriss Safety, agents must
follow specific regulations based on the state from which a
customer calls. Identifying the state of origin for each call was
error-prone and tedious, and difficulty increased as state
regulations changed or as new states were added. In addition, as
more solutions were added to the Appriss portfolio, accurate
communications and compliance management became even more
problematic.
To meet the challenge, Appriss Safety uses CXone integrated with
RiverStar Unified Agent Desktop to achieve the following
benefits:
- Improved compliance by 72 percent
- Reduced training costs by 50
percent
- Reduced errors by 35 percent
NICE inContact CXone with RiverStar Unified Agent Desktop was
integrated with the Appriss ticketing system in order to
automatically identify each call’s state of origin and display
custom workflows accordingly. Using CXone with RiverStar, Appriss
has developed dozens of individual workflows to streamline complex,
state-based communications across all of their different products.
As a result, Appriss agents are able to process calls more
efficiently with fewer errors and remain in compliance.
“CXone with RiverStar Agent Desktop helped us trim time from
every call handled, enabling better tracking of key success metrics
and powering our contact center to automate significant portions of
script delivery,” said Josh Bruner, President of Appriss’
Government division. “Training time has been cut in half. Quite
simply, a great investment.”
RiverStar Unified Agent Desktop extends My Agent
eXperience - MAX agent interface on
CXone with the ability to unify agents’ desktop workflow
experience. Unified Agent Desktop integrates tightly with
both NICE inContact CXone and a company’s
existing business systems - creating a single workspace
to seamlessly manage customer interactions and providing agents
with all the information they need in one central view.
“The CXone customer experience platform enables contact centers
to customize robust solutions and continually adapt to changing
requirements and customer expectations,” said Paul Jarman, CEO of
NICE inContact. “We’re pleased to share the results of RiverStar’s
integration with CXone working with Appriss Safety to deliver
efficiencies, cost savings and streamlined agent experiences.”
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, Analytics, Workforce Optimization, Automation
and Artificial Intelligence—all on an Open Cloud Foundation.
DEVone offers partners broad tools and resources to enable
independent software vendors (ISVs) like RiverStar to create new
applications on CXone, including extensive documentation and
support, and access to an online developer community. Companies
interested in how RiverStar’s application works with CXone can
visit CXexchange to learn more about the application and read
reviews. CXexchange is a centralized, state-of-the-art marketplace
for developers to market and sell their applications ready to
integrate easily with CXone.
About NICE inContactNICE inContact is the cloud contact
center software leader with the world’s No. 1 cloud customer
experience platform. NICE inContact CXone™ combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation
and Artificial Intelligence on an Open Cloud Foundation. NICE
inContact’s solution empowers organizations to provide exceptional
customer experiences by acting smarter and responding faster to
consumer expectations. NICE inContact’s DEVone developer program is
an extensive partner ecosystem, providing applications from partner
companies on the CXexchange marketplace that are designed to
integrate with CXone. NICE inContact is recognized as a market
leader by Gartner, Ovum, IDC, Frost & Sullivan, and DMG.
www.niceincontact.com
NICE inContact is part of NICE (Nasdaq: NICE), the
world’s 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 Paul 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: https://www.businesswire.com/news/home/20180516005505/en/
NICE inContactCorporate MediaCheryl Andrus, +1 801
320 3646cheryl.andrus@niceincontact.comorInvestorsMarty
Cohen, +1 551 256 5354, ETir@nice.comorYisca Erez +972 9 775 3798,
CETir@nice.com
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