Western Union’s Customer Journey Digital Transformation Fueled by NICE
13 Août 2019 - 12:30PM
Business Wire
Innovative NICE Nexidia Customer Journey
Optimization provides powerful analytics to enhance customer
experience
NICE (Nasdaq: NICE) today announced Western Union, a
global leader in cross-border, cross-currency money movement, has
advanced customer experience through improved insight into their
customer journeys with NICE Nexidia Customer Journey Optimization
(CJO).
Western Union offers digital transactions in 70 countries to
move money around the world. As an iconic brand for over 150 years,
Western Union is constantly striving to innovate for their
customers. The NICE Customer Journey Optimization solution provides
Western Union with a holistic view into customer experience,
creating new ways to drive customer satisfaction. By providing
Western Union with a complete view of the customer journey, they
can quantify the impact of exceptions in order to allocate
resources appropriately, with the goal of improving customer
experience and retention.
“At Western Union, customer experience is our top priority. NICE
Nexidia Customer Journey Optimization provides innovative new
technology that enables visibility into our customers’ paths in
order to define, track, analyze and improve the processes,” said
Stanley Yung, Chief Customer Officer at Western Union. “With
the power of CJO, we are able to leverage these new capabilities to
seamlessly drive efficiency within our organization, which
ultimately results in improved customer satisfaction. Our need to
understand our customers and their needs continues to drive our
digital transformation.”
NICE Customer Journey Optimization uses sophisticated machine
learning to connect customer experiences into a single, cohesive
picture. Powerful analytics then provide insight into each step of
the customer journey. This helps identify patterns and find new
opportunities to drive customer satisfaction and reduce cost by
recognizing where improvements can be made. With new metrics,
companies are able to stitch together data to open up a new view to
better understand their customers’ needs.
“One of the biggest challenges when trying to achieve superior
customer experience is to determine exactly where the common pain
points are,” said Barry Cooper, President, NICE Enterprise
Group. “NICE Customer Journey Optimization ingests non-personal
data from various customer experience solutions and identifies
opportunities for improvement. Western Union is a customer centric
organization and with the help of NICE CJO they are able to
identify solutions that improve their customers’ experiences.”
About Western Union The Western Union Company (NYSE: WU)
is a global leader in cross-border, cross-currency money movement.
Our omnichannel platform connects the digital and physical worlds
and makes it possible for consumers and businesses to send and
receive money and make payments with speed, ease, and reliability.
As of March 31, 2019, our network included hundreds of thousands of
agent locations offering Western Union, Vigo or Orlandi Valuta
branded services in more than 200 countries and territories, with
the capability to send money to billions of accounts. Additionally,
westernunion.com, our fastest growing channel in 2018, is available
in approximately 70 countries, plus additional territories, to move
money around the world. With our global reach, Western Union moves
money for better, connecting family, friends and businesses to
enable financial inclusion and support economic growth. For more
information, visit www.westernunion.com.
About NICE 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 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/20190813005310/en/
Corporate Media Contact Christopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.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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