NICE Powers Predictive Behavioral Routing with AI-Driven Sentiment Data
28 Janvier 2020 - 1:00PM
Business Wire
Incorporating AI-driven Sentiment data on top
of Predictive Behavioral Routing, CXone and Nexidia suite power
hyper-personalized customer-employee connections that boost
customer satisfaction and NPS
NICE (Nasdaq: NICE) today announced that CXone integrates
Sentiment Analysis data on top of intelligent routing, both driven
by AI, to hyper-personalize customer and employee experiences.
Adding Nexidia's AI-driven Sentiment Analysis to Predictive
Behavioral Routing's (PBR) AI-based routing strategy, CXone now
factors in customer preferences, in addition to personality, when
connecting employees and customers in real-time. NICE’s Nexidia
Analytics solutions now also integrate AI-powered routing
information on top of Sentiment Analysis data, enabling seamless
operationalization of analytics insights to boost business
outcomes. The result is an immediate improvement in metrics such as
CSAT (customer satisfaction) and Net Promoter Score® (NPS®).
Showcasing NICE's continued leadership in the Contact Center as a
Service (CCaaS) and analytics spaces, this integration redefines
personalization and drives customer experience transformation.
Research conducted by Paul Stockford, Chief Analyst at
Saddletree Research and presented at a NICE webinar indicates that
"93% of contact centers say CX (personalization) is important, but
95% of contact centers are not personalizing interactions with an
intelligent routing solution, like PBR. Instead, they are using
decades-old routing technology." Stockford’s research also shows
how the demands of today’s customers require a level of
personalization that traditional routing cannot satisfy.
One of the most accurate ways to measure customer satisfaction
(CSAT) and predict NPS for every interaction, Sentiment Analysis
data is critical to evaluating customer engagement. CXone
seamlessly factors in Sentiment Analysis data by Nexidia Analytics
in real-time to ensure customer preferences are considered when
matching the employee with the customer. NICE Nexidia customers
also benefit from immediate improvements to CSAT by
operationalizing Sentiment data with PBR’s AI-powered routing. This
integration allows organizations to boost employee engagement,
improve CSAT and offer experiences that engage and resonate with
customers.
Barry Cooper, President, NICE Enterprise Group, said,
“Redefining personalization, businesses can now differentiate by
driving engaging connections that excite customers and motivate
employees. With today’s announcement, organizations can now drive
customer experience transformation within their business using AI
to precisely match the right agent with the customer based on
personality and preferences.”
Predictive Behavioral Routing delivers results regardless of an
organization’s existing ACD or telephony platform.
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/20200128005339/en/
Corporate Media Contact Christopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
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