NICE Named a 2023 Top Provider by Metrigy for Voice of the Customer
26 Juillet 2023 - 2:00PM
Business Wire
NICE VoC and CX analytics lead in performance
for the second year running
NICE (Nasdaq: NICE) today announced its
recognition as a 2023 MetriStar Top Provider in the category of
Voice of the Customer [platform] by Metrigy. NICE earned top
customer sentiment ratings and achieved high business success for
customers.
NICE’s ability to capture feedback from customers immediately
following an interaction is a best practice found amongst the most
successful companies in Metrigy’s Customer Insights and Analytics:
2023-2024 global research study of 579 organizations. This data
allows companies to develop strategies and drive process
optimization for customer interactions to increase customer
satisfaction while simultaneously improving the agent’s experience.
NICE stands above the rest with VoC due to CXone Feedback
Management, NICE Enlighten AI, sentiment analysis, consolidated
reporting, and gamification.
Thirteen VoC providers were evaluated for this award, with NICE
performing better than any other provider evaluated in this
Metrigy’s MetriStar program category on a variety of fronts. The
ability to offer complete CX with a variety of voice and digital
channels within its well-rounded portfolio meets the needs of most
customer experience organizations, placing NICE ahead of the
competition for the second year in a row.
“Providing differentiated Customer Experience is crucial for
businesses to succeed, and NICE proves that having a thorough
understanding of the voice of the customer is a critical component
of any CX program,” said Barry Cooper, President, CX Division,
NICE. “We are thrilled to be recognized for the second year in
a row as the Top Provider for Voice of the Customer by
Metrigy.”
The evaluations driving NICE’s recognition as a top vendor were
performed during Metrigy’s Customer Experience MetriCast 2023
study, which included surveys of 1,695 CX leaders from companies in
13 countries across three regions (North
America, Europe, and Asia-Pacific). The award is based on
customer ratings of providers and quantitative metrics comparing
the use of products and services with measurable business success.
Business impact was assessed before and after changes in business
metrics of revenue, cost, customer ratings, and employee efficiency
resulting from using the platforms.
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.comTrademark 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/20230726326651/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET media@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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