Global Manufacturing Company Transforms Customer Experience with NICE inContact CXone
09 Juillet 2019 - 12:30PM
Business Wire
Fortune 100 manufacturing business deployed
NICE inContact CXone to over 3,000 agents in 48 countries to
support diverse, global contact center environments
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced that a multi-industry manufacturing company focused on
innovative technology solutions for global industries, has
significantly improved its contact center operations, including
seeing a significant uptick in Net Promoter Score® in one division,
by implementing NICE inContact CXone globally to over 3,000 agents
in 48 countries. The company’s executive leadership identified
improving the customer experience (CX) as a key business
initiative, and recognized the contact center as a lynchpin to
their efforts to make CX easier, regardless of location.
The global manufacturing leader has more than 200 contact center
locations across the globe. NICE inContact CXone is helping drive
its CX transformation and NPS improvements by powering a consistent
experience and view of the customer across locations and business
units. CXone unified and intelligent cloud customer experience
platform gives the company the ability to quickly see when issues
arise, along with the insight to address issues just as quickly in
order to increase first contact resolution. CXone allows the
company to deploy virtual contact centers across multiple physical
sites without any hardware.
The global manufacturing company relies on NICE inContact CXone
coaching and real-time monitoring tools, unified on CXone, to
enhance agent training. Dashboards, analytics and reporting give
supervisors the insights they need to provide targeted feedback,
helping agents resolve customer issues faster and more efficiently.
The company recognizes that better equipped supervisors and agents
mean better customer experiences.
“We’re excited to work with this global manufacturing leader to
help power their global customer experience transformation and
achieve their NPS improvement goals. Today, businesses of all sizes
and across all industries are transforming their contact centers in
order to meet changing customer expectations, and manufacturing is
certainly not an exception,” said Paul Jarman, NICE inContact
CEO. “To compete in today’s customer experience economy, both
B2C and B2B companies are investing in cloud contact center
software to give agents the flexibility and tools they need to
drive faster resolutions and deliver exceptional customer
experiences with each and every interaction.”
Contact centers of all sizes are increasingly turning to NICE
inContact CXone to transform customer experiences based on its
proven scalability, reliability, security and innovation leadership
with AI-powered, digital-first customer and agent experiences.
CXone is an extensible, elastic, and open cloud platform that
provides flexibility, enables integration with any CRM, ERP
(enterprise resource planning) or custom application, and supports
rapid and ongoing innovation to differentiate service
offerings.
About NICE inContact CXone NICE inContact CXone is the
leading cloud customer experience platform. Only 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. With its Open Cloud Foundation, CXone powers
rapid innovation via open APIs, leading scalability and reliability
(guaranteed 99.99 percent uptime), and carrier-grade connectivity
(guaranteed voice quality).
About NICE inContact NICE 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 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 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/20190709005043/en/
Corporate Media Contact Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Yisca Erez +972 9 775 3798, CET, ir@nice.com
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