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Barry Cooper

NICE Robotic Process Automation Named a Leader in Everest Group’s PEAK Matrix for Second Consecutive Year

NICE scores high on both 'Vision and Capability' and 'Market Impact' axes in leading analyst's RPA Technology Vendor Assessment 2019 report NICE announced that its Robotic Process Automation (RPA) offering has been recognized as a ‘Leader’ in Everest Group's PEAK Matrix, part of their RPA Technology Vendor Assessment 2019 report. The NICE solution was selected based on ”the assessment of the market impact and overall vision & capability of technology vendors.” The versatile and scalable NICE Robotic Automation…

New Research Reveals Employees Are Ready to be Empowered by Automation Technology

75 Percent of Responses Indicate Employees Believe Robotic Process Automation Will Improve Their Performance, Reduce Errors, Grow Sales and Increase Customer Experience NICE announced the findings from its State of Automation in Customer Service survey. Findings indicated that employees understand the benefits of Robotic Process Automation (RPA) and are more willing to use it to help them deliver better service experiences. More than 2000 employees in the United States and the United Kingdom were surveyed to understand…

Sophisticated AI Engine and Real-Time Insights Empower New NICE Satmetrix Release to Measurably Improve Customer Experiences

Customizable metrics and increased automation capabilities allow even the most complex organizations to comprehensively and easily manage CX programs NICE unveiled a new version of NICE Satmetrix, the company’s cloud-based customer feedback management solution. The latest release includes an innovative AI engine to swiftly identify trending topics from customer feedback in real-time, customizable in-product metrics tracking and reporting, and multi-layered no-send rules to avoid survey fatigue and increase response rate.…

NICE Research Study Finds 91% of Contact Center IT Staff Consider Compliance Software Investments a Priority

Research Indicates That Solutions Comprising Analytics and Automation Empower Contact Center Employees to Better Ensure Compliance NICE announced the results of a new research study which found that 91% of respondents believe increasing contact center compliance software investment should be considered a priority in the next year. 83% of contact center professionals also said their organization’s efforts towards customer privacy and private data safety need to be improved. NICE Research Study Finds 91% of Contact Center…

NICE Wins 2019 CRM Service Leaders Awards for Excellence in Analytics and Workforce Optimization

Based on Scores by Leading Industry Analysts and Consultants, Awards Recognize NICE for Setting the Standard in the Contact Center NICE announced that its analytics and workforce optimization offerings have won the CRM Service Leaders Awards. The winning NICE solutions stood out for providing analytics-driven insights that drove up efficiency and solid performance and delivering value across the enterprise. NICE was also named One to Watch in the Enterprise Feedback Management Category. NICE Wins 2019 CRM Service Leaders…

TechBytes with Barry Cooper, Enterprise Group President, NICE

Tell us about your interaction with smart technologies such as automation, RPA, AI and Machine Learning? I am a heavy adopter of many of the smart technologies that have gone mainstream in the past few years. Just at home, we have four virtual personal assistants, two video cameras, and three smart thermostats all connected to various TVs and speaker systems. Also being a pretty avid cyclist living in the Northeast USA where the winters can be harsh, I use a smart turbo trainer hooked up to a virtual “world” where I…

General Motors Deploys NICE Performance Management to Improve Employee Collaboration

Nice Performance Management Version 7.0 Selected to Support GM’s ‘Best in Class’ Strategy and Improve Performance and Employee Engagement NICE announced that General Motors (GM) is implementing NICE Performance Management (NPM) version 7.0 to empower its contact center workforce in meeting the company's key business goals, including ensuring excellent customer satisfaction. Serving customers and dealers, GM’s contact center operations account for over 30 million interactions in 70 lines of business across 65 contact…