NICE Wins 2019 CRM Service Leaders Awards for Excellence in Analytics and Workforce Optimization
06 Mai 2019 - 12:30PM
Business Wire
Based on scores by leading industry analysts
and consultants, awards recognize NICE for setting the standard in
the contact center
NICE (Nasdaq: NICE) today announced that its analytics
and workforce optimization offerings have won the CRM Service
Leaders Awards. The winning NICE solutions stood out for providing
analytics-driven insights that drove up efficiency and solid
performance and delivering value across the enterprise. NICE was
also named One to Watch in the Enterprise Feedback Management
Category.
NICE won awards in the following categories:
- Best Contact Center Analytics –
NICE took the 2019 Service Leaders Award following a
category-leading score of 4.3 out of 5 in depth of functionality,
and 4.0 in company direction and customer satisfaction. Ian
Jacobs, a principal analyst at Forrester Research, said that
the company is “always a leader in the customer service world” and
“has really pushed to provide value for other parts of the
enterprise, including increasing cross-selling and upselling,
predicting and reducing customer churn, and quickly addressing
product quality issues.” Paul Stockford, president and chief
analyst at Saddletree Research added that “analytics is the
foundation for just about all NICE solutions,” and that its 2016
acquisition of Nexidia gave NICE a strong head start in advanced
analytics. “NICE is setting the standard for analytics in the
contact center,” he said.
- Best Workforce Optimization
(WFO) - NICE clinched this accolade for the second year by
receiving the top score for depth of functionality and ranking high
in company direction and customer satisfaction. “With a foundation
in analytics for all its solutions, including WFO, NICE is poised
to redefine efficient WFO in the future while offering a
solid-performing WFO solution today,” Paul Stockford, president
and chief analyst at Saddletree Research said. Ian Jacobs, a
principal analyst at Forrester Research points out that the
company’s "move to consolidate routing and WFO into a single offer
has really paid off."
"We are delighted to be awarded with these CRM Services Leaders
Awards again this year," said Barry Cooper, President of the
Enterprise Group, NICE. "These accolades are a testament to the
cutting-edge innovation and unique, holistic vision that drives our
portfolio. This unmatched combination allows NICE to empower its
customers with solutions that address the challenges of tomorrow
while driving uncompromising service experiences today".
Recipients of the CRM Service Leaders Awards are determined
through a proprietary ranking system based on the scores given by
leading industry analysts and consultants for each vendor’s
deployment costs, customer satisfaction, depth of functionality (or
breadth of services, in the case of outsourcing), and company
direction. Company financial data is also taken into consideration
to determine the winners.
NICE Nexidia delivers unique analytics-based insights that
optimize the potential of better customer experience, increased
loyalty, lower costs, improved sales effectiveness and more in
every interaction. Nexidia Analytics provides the capabilities and
experience to uncover insights that drive our Fortune 100 customers
to differentiate and compete successfully among the best in
class.
NICE solutions for Workforce Optimization empower employees with
insights that make them stakeholders in the organization’s success.
With NICE employees can directly impact the company’s performance
and their career path, as well as influence their schedule and
other contact center processes. The result is better customer
experience at a lower cost.
About NICENICE (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 Mr. Cooper, 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/20190506005300/en/
Corporate Media ContactChristopher Irwin-Dudek,
201-561-4442chris.irwin-dudek@nice.com
InvestorsMarty Cohen, +1 551 256 5354, ETir@nice.comYisca
Erez +972 9 775 3798, CETir@nice.com
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