NICE Revolutionizes Digital Smart Self-Service with the Launch of CXone Expert Following the Acquisition of MindTouch
20 Avril 2021 - 12:30PM
Business Wire
CXone Expert is the industry’s first digitally
fluent self-service solution combining data, AI and knowledge
management, turning bots into smart digital agents
NICE (Nasdaq: NICE) today announced the launch of CXone Expert,
following the acquisition of MindTouch Inc., a San Diego-based
leader in cloud-based knowledge management software for customer
experience. CXone Expert is a comprehensive artificial intelligence
(AI)-powered knowledge management solution that reduces friction by
projecting personalized content to customers seeking self-service
while injecting crucial insights throughout the customer journey.
CXone Expert eliminates the frustration with today’s self-service
experience by infusing AI and data, turning bots into smart
AI-based agents.
When communicating with
customer service organizations, today’s consumers expect choice and
flexibility similar to what they enjoy with friends and family.
CXone Expert brings effortless self-service experiences through the
digital channels customers turn to first, from mobile
applications and search engines
to chatbots and websites by surfacing the right content when, where
and how they want it. The solution provides a seamless experience
all the way to human assistance by giving agents the full context
and power to see the customer’s journey and create an intelligent,
constructive conversation.
“We face a new breed of next-generation consumers who live in a
digital world,” said Paul Jarman, NICE CXone CEO. “They want
smart self-service, and they would like to get things done
digitally on their own if they can. With CXone Expert, we are
helping companies apply smart self-service best practices using AI
technology to meet consumer demand for faster, more convenient
experiences.”
According to the 2020 NICE CXone Customer Experience (CX)
Transformation Benchmark, Consumer Wave, 8 in 10 consumers are more
willing to do business with companies that offer self-service
options, yet only 61 percent agree that companies are offering
easy, convenient self-service. When rating self-service channels,
only one-third of consumers are highly satisfied. Moreover, half of
consumers who start with self-service report they are transferred
to a live agent. Two-thirds of those who are transferred say they
need to repeat the information they previously provided in the
self-service channel. CXone Expert helps close that gap by showing
agents what customers have searched for and seen prior to
submitting a case, offering a truly seamless omnichannel
experience.
CXone takes a holistic approach to improving both agent and
customer experiences, helping organizations of all sizes modernize
and remain agile and resilient in today’s increasingly digital
landscape. CXone provides the most comprehensive digital-first
omnichannel offering in the Contact Center as a Service market, as
the first and only platform unifying best-in-class omnichannel
routing, analytics, workforce optimization, automation, and
artificial intelligence on an open cloud foundation.
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. 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,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners; cyber security attacks or other security breaches against
the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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/20210420005540/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET,
ir@nice.com
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