Browsing Tag

NICE

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…

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 Actimize’s AI-Infused Transaction Monitoring Solution to Transform China’s SPD Silicon Valley Bank AML Operations

SPD Silicon Valley Bank Will Implement NICE Actimize’s Next-Generation Suspicious Activity Monitoring Solution to Detect Complex Financial Crimes While Increasing Productivity Leading the industry with AI-based solutions designed to streamline anti-money laundering operations for global financial institutions, NICE Actimize, a NICE business and the leader in Autonomous Financial Crime Management, was selected by China-based SPD Silicon Valley Bank (SSVB) to update its anti-money laundering strategy with next generation…

NICE Announces a New Era of Complete Digital Experiences Expediting Enterprises Transition to Smart Digital Conversations

NICE Accelerates the Cloud Experience Revolution Led by CXone With the Acquisition of Brand Embassy Organizations can now provide a true digital consumer experience, as NICE announces the next generation of customer service: Smart Digital Conversations. Enterprises of all sizes can now dynamically connect with every consumer based on their preferences. This is enabled by the acquisition of Brand Embassy, a leading provider of digital customer engagement. Embedding Brand Embassy in CXone, NICE's leading cloud CX platform,…

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…

NICE Workforce Management AI Based Strategic Planner Receives CUSTOMER Magazine Product of the Year Award

Nice Recognized for Innovation in Customer Experience Technology and for Dedication to Quality While Driving ROI NICE announced that its Enhanced Strategic Planner (ESP) solution has been presented with a 2019 CUSTOMER Product of the Year Award by the global, integrated media company TMC. ESP is NICE’s cutting-edge offering for intelligent, accurate long-term workforce planning that helps contact centers develop better staffing strategies, manage outlays and improve customer service. NICE Workforce Management AI Based…

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…

NICE Robotic Process Automation Announces Partnership with CallVU to Drive Seamless End-to-End Customer Experience

Collaboration Delivers Visual Engagement in the Front End with Intelligent Automation of Back End Processes, Accelerating Time to Value by Rapidly Improving Service Quality and Back-Office Efficiencies NICE announced a partnership between NICE Robotic Process Automation (RPA) and CallVU to offer visually enriched IVR (Interactive Voice Response) and digital customer engagement at the front end, together with smart automation of complex back end processes. The integrated offering enables organizations to gain greater…

NICE Takes Gold and Silver at the 2019 Stevie Awards for NEVA and CXone

Accolades Recognize NICE Employee Virtual Attendant for Innovatively Empowering Collaboration Between the Human and Robotic Workforces and NICE Incontact CXone for Innovation in Customer Service NICE announced that NEVA (NICE Employee Virtual Attendant) has been presented a Gold Stevie at the 13th annual Stevie Awards for Sales & Customer Service. The first virtual attendant designed with the employee in mind, NEVA received the award for leading edge innovation in AI and virtual assistant technology in the 'contact…

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…

NICE inContact CXone Rated Highest in Product and Overall Vendor Satisfaction by Customers in DMG Consulting Report

Customers Give CXone Cloud Customer Experience Platform the Highest Average Product Satisfaction Rating, and Award Perfect Scores in Overall Vendor Satisfaction and Ease of Doing Business NICE inContact, a NICE business, announced that NICE inContact CXone – the world’s #1 cloud customer experience platform – received the highest average product satisfaction rating from its customers as well as the highest rating for overall vendor satisfaction, according to a new report by contact center, back-office and real-time…

Prediction Series 2019: Interview with Einat Weiss, VP Global Marketing, NICE

Tell us about your role at NICE and how you leverage technology to manage your team and complete tasks you are responsible for. I lead the global marketing strategy for NICE, reinforcing our company’s mission of perfecting customer experience and preventing financial crime. This includes overseeing all go-to-market strategies, including demand generation, brand awareness and field activities. Technology plays an important role in every aspect of my job, from executing marketing activities to enhancing team…

NICE inContact Global Study Reveals Digital Channel Use Gaining Ground – And It’s Not Because of AI Chatbots (Yet)

CX Transformation Benchmark Finds Consumers Expect Seamless Omnichannel Experiences and Are Willing to Buy More from Companies That Deliver It NICE inContact, a NICE business, announced findings from the breakthrough global research study that measures real-world consumer experiences including most recent service interaction, satisfaction, loyalty and advocacy – including Net Promoter Score (NPS) – across communication channels. The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes…

NICE and Mattersight Unite to Herald a New Era in Customer Analytics

NICE Announces Closing of Mattersight Acquisition to Bring Together Behavioral and Cloud Analytics Innovators to Provide Smarter Connections Between Customers and Organizations NICE has announced the completion of its acquisition of Mattersight Corporation. The finalization of this deal brings together the market’s leading behavioral analytics and cloud innovators, empowering organizations to provide exceptional customer experience through a deep understanding of the customer persona. For the first time, organizations can…

TechBytes with Oded Karev, VP, Head of Advanced Process Automation, NICE

Oded Karev VP, Head of Advanced Process Automation, NICE Customer experience is now a key factor in any omnichannel engagement. The rise of Artificial Intelligence and Machine Learning has also led to the growth and proliferation of virtual assistants or chatbots. Brands are now leveraging chatbots for a variety of purposes, especially to provide customers with a seamless experience.  We spoke to Oded Karev, Head of Advanced  Process Automation at NICE, to understand the nuances of this trend.Tell us about your role at…

NICE Nexidia Recognized as a Leader in AI-Fueled Speech Analytics Solutions Report

NICE Nexidia's Advanced Analytics Solution Powered by Ai Is Recognized for the Value Delivered to Customers and Accuracy NICE announced that Forrester Research has ranked NICE Nexidia as a 'Leader' in its 'The Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018' report. Of the ten criteria analyzed by the analyst firm, NICE Nexidia achieved a designation of 'Differentiated' in six criteria, namely language models, conversational analytics, business insights, tooling and ease of use, product road map and…

Virtual Assistant Technology – Empowering the Human Workforce of Tomorrow

As the Automation Economy continues to expand and grow, enterprises are becoming increasingly optimistic about the impressive ROI and proven track record of results achieved from Robotic Process Automation (RPA). These results are more operationally focused in terms of driving down operating costs, increasing processing efficiency and enhancing service delivery. A key link in the process automation value and success chain, which is often overlooked, is the human workforce. In fact, the fear factor of human job loss and…

Bright Pattern Integrates With NICE Workforce Optimization

Leading Provider of Omnichannel Cloud Contact Center Software Announced Its Integration With NICE Workforce Optimization (WFO) Powered by Advanced Analytics Bright Pattern, leading provider of omnichannel call center software, announced its integration with NICE WFO to help customers optimize operational performance and reduce cost through advanced workforce analytics. Bright Pattern's enterprise customers are early adopters of the integration looking to improve customer experience and empower employees with powerful WFO…

Tech + Human: Marketing Navigation 101 to Delight The C.U.S.T.O.M.E.R. in 2018

"It is not the strongest of the species that survives, not the most intelligent that survives. It is the one that is the most adaptable to change." -- Charles Darwin "In 2018, we will see successful marketers are those able to prove their products work through data - legitimate and specific data," said Johanna Beckmen, Vice President of Marketing at VitalConnect. Not far from the truth! Isn't it? In Part Six of our Predictions 2018 Series, we bring cutting-edge insights on how leading business representatives are…