NICE inContact Wins Contact Center Infrastructure and Interactive Voice Response CRM Service Leaders Awards
25 Avril 2019 - 12:30PM
Business Wire
NICE inContact customer MoneyGram wins Service
Elite award for their deployment of CXone
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced that the company has won for the second year in a row the
Contact Center Infrastructure award, as well as the Interactive
Voice Response award from CRM magazine. NICE inContact customer
MoneyGram has been named one of only three winners of CRM’s Service
Elite awards, a category within the CRM Service Leaders Awards, for
their deployment of NICE inContact CXone to streamline customer
service processes for a global audience.
NICE inContact was selected as the winner in the following
categories:
- Contact Center Infrastructure:
For the second consecutive year, NICE inContact “far outpaced all
competitors” as the winner. NICE inContact was recognized as the
“complete picture”, with a total score of 4.3 and top scores in
depth of functionality (4.4), company direction (4.2), and customer
satisfaction (4.2).
Sheila McGee-Smith, founder and president of McGee-Smith
Analytics, stated, “With market-leading contact center and
workforce optimization portfolios and a stable executive team, the
world is NICE inContact’s oyster. They continue to deliver, not
just promise, AI capabilities across their portfolio.”
Paul Stockford, President and Chief Analyst of Saddletree
Research, noted that with “an excellent strategic vision matched by
solid execution and demonstrated leadership,” NICE inContact truly
is “a hard act to follow.”
- Interactive Voice Response: NICE
inContact took the top spot by earning high scores for company
direction and depth of functionality, as well as customer
satisfaction. By standing out as the category leader in cost, NICE
inContact also secured the winning title for Interactive Voice
Response.
“In our overly-saturated, CX-driven economy, emphasis on a
complete contact center infrastructure and consistency is pivotal
to delivering a customer service experience that doesn’t just meet
the mark, but exceeds it,” said Paul Jarman, CEO of NICE
inContact. “The success of our customers like MoneyGram speaks
to the innovation and quality deployments of our market-leading
CXone cloud customer experience platform. CRM magazine’s
recognition of NICE inContact across several categories solidifies
the value of exceptional customer service delivered with each and
every interaction.”
“Brand consistency is a high priority for us to deliver
excellent customer experiences. Before NICE inContact CXone,
MoneyGram had more than 30 IVR applications, no two of which
sounded the same,” said Doug Klees, Head of Global Customer Care
at MoneyGram. “With NICE inContact we consolidated three IVR
applications, allowing us to act efficiently as well as deliver a
better experience for our global customer base. In addition, we
reduced average handle time by 30%. This recognition from CRM
Magazine highlights the real customer service results MoneyGram has
seen from deploying CXone.”
NICE inContact and MoneyGram took the top spot in each category
after receiving the highest scores in the editors' survey of
leading industry analysts and consultants, who gave their
impressions on company direction, customer satisfaction and overall
cost.
NICE inContact CXone is the leading cloud customer experience
platform. CXone unifies Omnichannel Routing, Analytics, Workforce
Optimization, and Automation & Artificial Intelligence –
providing a seamless customer and agent experience – as part of one
enterprise-grade, cloud native platform.
About NICE inContactNICE inContact is the cloud contact
center software leader with the world’s #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 the leading industry analyst firms.
www.niceincontact.com
NICE (Nasdaq: NICE) is 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/20190425005051/en/
Corporate Media ContactCheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
InvestorsMarty Cohen, +1 551 256 5354, ET,
ir@nice.comYisca Erez +972 9 775 3798, CET, ir@nice.com
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