NICE Announces NEVA for Collection Adherence, Enabling Organizations to Uphold New Fair Debt Collection Practices Act Requirements
18 Janvier 2022 - 12:30PM
Business Wire
NEVA’s innovative AI models empower a new
offering that proactively identifies events with the potential of
risk violation in real-time, guides agents and presents them with
data conducive to compliance
NICE (Nasdaq: NICE)
today announced the availability of NEVA (NICE Employee Virtual
Attendant) for Collection Adherence, a specialized offering to help
organizations uphold the communications aspects of the new Fair
Debt Collection Practices Act in the United States. Based on NEVA’s
unique AI models, the solution recognizes events with potential for
behavior that could lead to non-compliance in real-time and
proactively intervenes by presenting agents with reminders and
scripts or sending supervisor alerts of violation risk. For more
information, click here.
The U.S. Consumer Financial Protection Bureau issued a final
rule effective from November 30, 2021, to restate and clarify
prohibitions on harassment and abuse, false or misleading
representations, and unfair practices by debt collectors when
collecting consumer debt. Focusing on debt collection
communications, the rule allows consumers more control over how
often and through what means debt collectors can communicate with
them regarding their debts. The rule also clarifies how the
protections of the Fair Debt Collection Practices Act (FDCPA),
which was passed in 1977, apply to newer communication
technologies, such as email and text messages.
NEVA for Collection Adherence supports compliance across several
scenarios addressed under the new regulation:
- Non-harassment compliance: Residing on the agent desktop, NEVA
follows agent activities and interactions. Upon identifying a
potential heated exchange or similar event, NEVA proactively
reminds agents of the need for compliance with the new regulation
and in parallel sends an alert of a potential violation risk.
Telephone call logs are also retained automatically, providing
evidence of compliance/non-compliance.
- Time-barred debt compliance: NEVA automatically calculates
whether the statute of limitations for a particular debt has
expired in real-time. If a statute is still in place, NEVA notifies
agents of the inability to mention legal action and provides
alternative scripts to navigate the conversation to safer
areas.
- Voicemail: NEVA recognizes that a call has reached voicemail,
can automatically collect data from it and update various internal
systems.
“Aligning regulations to the digital age is of critical
importance to the continued fair treatment of consumers,” said
Barry Cooper, President, NICE Workforce and Customer Experience
Group. “We’re pleased to be among the first to bring innovative
robotic automation to support organizations in adhering to the new
regulation.”
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
self-service and agent-assisted CX software for the contact center
– and beyond. 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 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,”
“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/20220112005101/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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