Leading CCaaS and CRM providers join forces to
power faster and more personalized customer experiences
NICE inContact (Nasdaq: NICE) today announced a joint
partner agreement with Zendesk, a leading provider of customer
service software. These two market leaders are joining forces to
bring NICE inContact CXone – the world’s #1 cloud contact center
platform – and Zendesk’s customer service and engagement products
to thousands of customers across the globe.
Through this joint partner agreement, both companies can now
offer the combined solution to hundreds of thousands of existing
contact center agents as well as new customers globally. Now
customer service organizations can combine the power of CXone,
which unifies best-in-class Omnichannel Routing, Analytics,
Workforce Optimization, and Automation and Artificial Intelligence
on an Open Cloud Foundation, with Zendesk’s robust Customer
Relationship Management (CRM) in a single agent interface, for more
efficient agents, exceptional customer experiences and better
business results.
“This exciting new partnership between NICE inContact and
Zendesk will bring a holistic, seamlessly integrated solution to
companies of all sizes across the globe. Together CXone and Zendesk
enable a 360-degree view of the customer that powers exceptional
experiences that drive customer loyalty and advocacy,” said Paul
Jarman, NICE inContact CEO. “We’re pleased to partner with
Zendesk to help organizations reduce agent effort and increase
customer satisfaction, all while driving superior business
outcomes.”
“We’re thrilled to partner with NICE inContact to provide
contact center agents with an easy to use workspace integrating the
tools needed to create more personalized customer experiences,”
said David Williams, VP & GM, Zendesk Suite.
“Understanding the customer, the context of their requests, and
their history with your business is essential to delivering a
seamless experience in this era of rising customer
expectations.”
CXone Integration with Zendesk Boosts Agent Productivity,
Reduces Effort and Improves Personalization CXone Agent for
Zendesk, available on the Zendesk Marketplace, consolidates
customer context and contact center controls into a single
interface for increased agent efficiency and exceptional customer
experiences. The pre-built integration deploys in minutes, scales
as business needs evolve, and enables customers to:
- Increase agent productivity by seamlessly integrating
CXone agent controls in the Zendesk interface, reducing agent
effort and interaction handle times
- Personalize interactions with context by empowering
agents with a 360-degree view of the customer that includes
insights into previous interactions
- Improve first-call resolution, average handle time, as well
as customer and agent satisfaction by using Zendesk data to
identify customers and automatically route them to the best
available agent
- Automatically synchronize CXone interaction data with
Zendesk customer records for a holistic customer view that
empowers truly informed business decisions
For the fifth consecutive year, NICE inContact was named a
Leader in the Gartner Magic Quadrant for Contact Center as a
Service, North America1 report. In The Forrester Wave™: Cloud
Contact Centers, Q3 20182, NICE inContact CXone was named a Leader,
positioning CXone among the most significant cloud contact center
solutions in the market.
1Gartner, “Magic Quadrant for Contact Center as a Service, North
America,” Drew Kraus, Steve Blood, Simon Harrison 15 October 2019.
2Forrester Research, Inc. “The Forrester WaveTM: Cloud Contact
Centers, Q3 2018,” Art Schoeller, with Daniel Hong, Sara Sjoblom,
and Peter Harrison; September 25, 2018.
Gartner disclaimer Gartner does not endorse any vendor,
product or service depicted in its research publications, and does
not advise technology users to select only those vendors with the
highest ratings or other designation. Gartner research publications
consist of the opinions of Gartner's research organization and
should not be construed as statements of fact. Gartner disclaims
all warranties, expressed or implied, with respect to this
research, including any warranties of merchantability or fitness
for a particular purpose.
About NICE inContact CXone NICE inContact CXone is the
leading cloud customer experience platform. Only CXone unifies
Omnichannel Routing, Analytics, Workforce Optimization, and
Automation and Artificial Intelligence – providing a seamless
customer and agent experience – as part of one enterprise-grade,
cloud native platform. CXone delivers the world’s most
comprehensive digital-first omnichannel offering in the Contact
Center as a Service (CCaaS) market. 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/20200106005441/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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