A leader in outpatient imaging services to
provide smart digital and self-service experiences with NICE CXone
to improve services for patients, health systems and hospitals
NICE (Nasdaq: NICE) today announced that MedQuest
Associates, a leading manager of outpatient diagnostic imaging
facilities, has selected the NICE CXone Essentials Suite to enrich
its services to patients, health systems and hospitals.
Implementation of NICE’s world-leading customer experience platform
is part of MedQuest’s ongoing investment in improved patient
interactions, self-service options and employee effectiveness.
MedQuest partners with hospitals and health systems to develop
and execute strategies for outpatient radiology, including mobile
MRI unit management, women's imaging services, administration of
freestanding imaging networks, patient scheduling, and other
aspects of end-to-end radiology workflows. The company operates a
network of over 50 imaging centers in the southeastern United
States, supported by several contact centers that handle up to a
million inbound and outbound interactions annually. With the
deployment of NICE CXone Essentials Suite, MedQuest is introducing
new process automations, digital channels and self-service options
to improve efficiency and patient experience.
CXone Essentials include intelligent call routing, outbound
dialer automation, support for multichannel interactions, and
caller sentiment analytics on a cloud-based platform, which ensures
MedQuest stability and high uptime for all its customer support
services. The suite also includes a NICE Quality Management
solution that incorporates sentiment analysis for targeted employee
coaching, regulatory compliance and optimization.
In addition, MedQuest is leveraging the CXone platform to
provide patients a secure, self-service format for scheduling
imaging appointments for more efficient management and greater
customer engagement. For MedQuest employees who are tasked with
managing the imaging schedules and sessions and coordinating among
patients and affiliated health systems, the CXone Essentials Suite
includes Proactive XS. It creates automated dialer lists, which
include voice, email and SMS contacts, for issuing the necessary
updates, documents, confirmations and other forms of communication
with clients. This also allows MedQuest to unify their backend
systems into a single platform for more trustworthy data, coherent
processes and innovative management solutions.
“At MedQuest, we always strive to improve the quality of
service, care and value we provide to patients and to our
healthcare partners,” said Serena Gilpin, MPA, Sr. Director,
Radiology Patient Services, MedQuest Associates. “Part of that
commitment, reflected in our history of success in outpatient
imaging, is partnering with companies like NICE to improve customer
experience with the most sophisticated solutions available. The
CXone Essentials Suite is a toolbox for reinventing our patient
services, so we can roll out digital channels, introduce
automations and provide self-service across our enterprise.
Patients can independently manage their imaging appointments, while
our employees are better equipped to provide top-notch patient
support from start to finish.”
As the most comprehensive suite of solutions available, CXone
streamlines billing, automates communications, lowers operating
costs and helps to ensure secure communications.
“In the global healthcare sector, customer service and contact
centers have seen a massive increase in the volume of interactions
in recent years,” said Paul Jarman, NICE CXone CEO. “At the
same time, patients, like other consumers, have largely been
conditioned to expect frictionless, personalized and instantaneous
service. We are very pleased to partner with MedQuest Associates to
meet these demands, helping them deliver award-winning patient
experiences with CXone.”
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. 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/20220523005082/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, chris.irwin-dudek@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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