NICE Introduces the Next Leap in CX, Creating Frictionless Experiences Beyond the Contact Center with Customer Experience Interactions (CXi)
07 Octobre 2021 - 5:05PM
Business Wire
With a comprehensive set of digital and CCaaS
assets, NICE CXone creates frictionless, end-to-end experiences
from the digital doorstep across the entire customer journey
NICE (Nasdaq: NICE)
today announced the next leap in customer experience (CX) with the
introduction of Customer Experience Interactions (CXi), a new
framework delivered through a unified suite of applications on the
CXone platform. CXi empowers organizations to intelligently meet
their customers wherever their journey begins, enables resolution
through AI and data driven self-service and prepares agents to
successfully resolve any customer needs event.
CXi offers a comprehensive approach to bridge the gap between
today’s consumer expectations and organizations’ delivery of
extraordinary experiences. Redefining the way organizations engage
and interact with customers, CXi provides the industry’s only
combination of CCaaS, WFO, Analytics, AI and Digital Self-Service
based on CXone, the world’s leading cloud native CX platform. This
creates smart, connected, self-service and human assisted
interactions across the entire customer journey.
CXi is delivered through the seamless integration of several
core capabilities as part of the CXone platform:
- Digital entry point solutions that enable giving
customers a smart beginning to their journey right at that digital
doorstep, such as at their Internet search, and by getting
customers the right content, guiding them to find what they are
looking for, and interacting proactively rather than waiting for
them to initiate the journey.
- Full journey orchestration solutions that connect and
route customers across their entire journey in a way that’s
seamless, consistent and smart, combining digital channels, voice,
self-service and agent-assist as one.
- Smart self-service capabilities that enable
organizations to build intelligent automated conversations based on
data that indicates what customers want and how they express it.
This comes with the ability to find and deliver the right content
and resolutions to customer needs.
- Prepared contact center agents that are engaged
in real-time, knowledgeable and empowered so they can create the
most hyper-personalized, unique interactions that delight customers
and resolve issues quickly.
- Complete performance solutions based on NICE’s leading
suite of WFO, Analytics and VOC solutions to help understand,
analyze and improve journeys, continuously improving customer
experiences.
At the core of CXi is Enlighten AI, NICE’s unique
CX-focused and purpose-built AI engine. Based on CX conversation
dates, Enlighten AI provides specific predictions, decisions and
actions for a variety of relevant use cases, from smarter
forecasting through agent soft-skills behaviors and all the way to
predicting CSAT.
“We are living through expedited cycles of technology innovation
and adoption, leading to the constant creation of new consumer
expectations,” said Paul Jarman, NICE CXone CEO. “In fact,
customer expectations will change more in the next five years than
they have in the previous 15 years. The traditional service
approach misses the full journey and set of customer needs. Owning
every digital doorstep and mastering each of them to provide
meaningful experiences to customers is not only an incredible
engine for meaningful disruption and market differentiation but is
also crucial for true customer satisfaction and brand loyalty.
Today, we are driving a new CX standard powered by CXone that
unifies all interactions in one, smart platform.”
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered contact
center software. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, partner
with NICE to transform - and elevate - every customer interaction.
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 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/20211007005768/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
Omri Arens, +972 3 763 0127, CET, ir@nice.com
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