NICE Interaction Analytics Chosen by Tele-Centre Services to Drive Customer Experience Interactions (CXi) Transformation
30 Août 2022 - 2:00PM
Business Wire
NICE data-driven insights automate quality
management and provide insights on both customer and agent
behaviors
NICE (Nasdaq: NICE) today announced that
Tele-Centre Services Pte Ltd, a Singapore-based omnichannel
business process outsourcing (BPO) provider, has chosen NICE
Interaction Analytics with Quality Central to improve agent
satisfaction and business compliance levels. Employing NICE
Interaction Analytics provides Tele-Centre the ability to
understand customer insights to enhance overall customer
satisfaction and help drive business process transformation.
Tele-Centre Services Pte Ltd provides solutions designed to
elevate the customer service experience, overall engagement, and
enhance an organization’s reputation throughout Singapore. The
deployment of NICE Interaction Analytics allows Tele-centre to
provide analytics-focused, data-driven insights to key private and
government organizations. To meet these growing needs, NICE
successfully demonstrated value to Tele-Centre through a POC (proof
of concept) which revealed transformative insights that would
significantly impact customer experiences, and position Tele-Centre
at the forefront of customer experience interactions.
Nicholas Loh, Managing Director, Tele-Centre, said
“NICE’s Interaction Analytics analyzes every interaction and
provides insights on customer’s and agent’s behavior for more
effective coaching conversations that improve the customer
experience. Our goal is to be number one from a customer experience
standpoint and I believe we are well equipped to reach that goal
with NICE Interaction Analytics and Quality Central. This has
enabled Tele-Centre to differentiate our service offering from our
competitors by automating our quality management, which allow us to
free up time for other more important work such as coaching and
surveillance audits.”
Darren Rushworth, President, NICE International, said
“NICE is pleased to support Tele-Centre in their transformational
journey towards frictionless customer experiences. By engaging
Interaction Analytics, NICE was able to pinpoint the main issues
surrounding a client of Tele-Centre and provide invaluable insights
with the successful proof of concept. We are excited to assist
Tele-Centre in further enhancing all their customer experiences
through the adoption of our CXi analytics.”
NICE Interaction Analytics makes connections smarter by
providing visibility into the multi-faceted interactions with
customers. By obtaining both macro and micro level interaction
analytics across all structured and unstructured data, companies
gain the ability to organize, analyze, and shape every channel of
the customer journey.
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. Rushworth, 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/20220830005101/en/
Corporate Media 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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