NICE Research Study Finds 91% of Contact Center IT Staff Consider Compliance Software Investments a Priority
07 Juin 2019 - 12:30PM
Business Wire
Research indicates that solutions comprising
analytics and automation empower contact center employees to better
ensure compliance
NICE (Nasdaq: NICE) today announced the results of a new
research study which found that 91% of respondents believe
increasing contact center compliance software investment should be
considered a priority in the next year. 83% of contact center
professionals also said their organization’s efforts towards
customer privacy and private data safety need to be improved.
NICE's survey, which focused on identifying the challenges of IT
and Compliance professionals, brought to light that 97% of those
surveyed have at least one concern when it comes to their
organization's ability to meet today’s compliance requirements.
These concerns ranged from the introduction of new regulations and
growing threat of cyber-attacks to the increasing complexity of
internal systems. When asked to identify the most important factor
for improving contact center compliance, 88% of respondents
highlighted a need to improve proactivity and speed through better
mechanisms to detect violations (26%), better error prevention
(23%), improved visibility across different tools/systems (21%) and
quicker violation resolution (18%). The survey also found that a
quarter of the Contact Center IT staff's time is being invested in
compliance-related activities
A key conclusion identified by the research was that dedicated
compliance solutions comprising analytics and
automation will help contact centers optimize resources
while empowering employees to ensure compliance and building trust
among customers.
“Contact centers must protect the interests of their customers
when it comes to their personal data," said Barry Cooper,
President of the Enterprise Group for NICE. "Ensuring
compliance requires contact centers to navigate a maze of
regulations, standards and best practices, which are becoming
increasingly resource draining for IT and compliance professionals.
Businesses must leverage analytics, AI and automation to adopt a
proactive approach, uphold the trust of their customers and
simplify their employees' day to day tasks."
To download a copy of this research report which reflects the
need and challenges of IT and compliance professionals in the US
and UK, please click here.
About the ResearchConducted by market research firm
Vanson Bourne, the study reflects the challenges and priorities of
300 IT and compliance professionals with knowledge/responsibility
for their organization’s contact center polled between
January-March 2019. All respondents were part of large Contact
Centers (from 500 to 3000+ employees) in the US and in the UK, with
a large proportion from the banking, financials, and insurances
sectors.
To download a copy of this research report which reflects the
need and challenges of IT and compliance professionals in the US
and UK, please click here.
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/20190607005087/en/
Corporate MediaChristopher Irwin-Dudek,
201-561-4442chris.irwin-dudek@nice.com
InvestorsMarty Cohen, +1 551 256 5354, ETir@nice.com
Yisca Erez +972 9 775 3798, CETir@nice.com
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