NICE inContact CXone AI Self-Service Solution Helps TechStyle Improve Operational Efficiency, Enhance Customer Experience, & ...
August 16 2018 - 6:30AM
Business Wire
CXone with integrated SmartAction Omni-bot™,
improves operational efficiency and enhances customer experience
for TechStyle Fashion Group
NICE inContact, a NICE (Nasdaq:NICE) business, today
announced business results TechStyle Fashion Group achieved with
the NICE inContact CXone AI Self-Service Solution, including
integrated SmartAction Omni-bot™, that improves operational
efficiency, enhances customer experience, and reduces operational
costs. SmartAction’s Omni-bot provides conversational artificial
intelligence (AI) voice and digital self-service and is available
on CXexchange marketplace featuring ready-to-use applications
designed to integrate with NICE inContact CXone, the world’s #1
cloud customer experience platform.
TechStyle Fashion Group—owner and operator of JustFab,
Fabletics, Fabkids, and ShoeDazzle brands—is an online subscription
fashion retailer that offers a personalized shopping experience
based on members’ fashion preferences. The company had been
offering conversational voice self-service for several months but
wanted to offer a similar self-service experience in their fastest
growing channel: chat. Before implementing the CXone AI Self
Service Solution, chats were directly routed to a live chat agent
without any authentication or self-service features. This caused
spikes in volume and made it difficult to staff appropriately,
especially considering the cyclical nature of the business.
TechStyle needed a way to ease the stress on forecasting and
staffing.
To meet the challenge, TechStyle launched its Chatbot, which
uses SmartAction integrated with CXone, to achieve the following
benefits:
- $1.1 million in savings for 2017
(calculated per agent reduction, average handle time decrease, and
containment)
- 18.5% overall containment average,
meaning fewer calls to live agents
- 45 second reduction in average handle
time
- 77% Member Satisfaction, consistent
with historical averages
The successful implementation of TechStyle’s Chatbot delivers
true omnichannel self-service as well as blended live agent
interactions for members. In addition to reducing calls to agents
for transactional and traditionally self-service issues, the
chatbot’s proactive, context-inclusive handoff of more complex chat
sessions to live agents enabled quicker resolutions. As a result,
members now have 24/7 availability to self-service features like
checking on the status of an order, billing questions, and skipping
a month. The company also maintained a 77% member satisfaction
survey score, consistent with historical Member Satisfaction survey
(MSAT) scores, and received several positive customer comments
about the automation. The integration between CXone and SmartAction
made it easy for TechStyle to use this new solution in the most
effective ways.
“Any benchmark we created would have been easily surpassed. With
the partnership of NICE inContact and SmartAction, we feel
confident to say we are in good hands,” said Mike Gamez, GMS Member
Solutions Manager at TechStyle.
“The CXone customer experience platform enables contact centers
to customize robust solutions and continually adapt to changing
requirements and customer expectations,” said Paul Jarman, CEO of
NICE inContact. “We’re pleased to share the cost reduction and
customer experience improvement results TechStyle Fashion Group
achieved with the CXone AI Self-Service Solution, in partnership
with SmartAction.”
SmartAction’s Omni-bot is a conversational AI system that
combines voice and digital functionality to automate complex,
repetitive inquiries that agents are handling today. Once
configured in voice, all solutions scale to digital channels like
web chat, SMS text, Facebook Messenger, and Skype. Omni-bot uses AI
and 100% natural language capabilities to offer a better
self-service experience for end users.
NICE inContact CXone empowers organizations to provide an
exceptional customer experience by acting smarter and responding
faster to ever-changing consumer expectations. To meet the needs of
organizations of all sizes, CXone combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation
and Artificial Intelligence—all on an Open Cloud Foundation.
DEVone offers partners broad tools and resources to enable
independent software vendors (ISVs) like SmartAction to create new
applications on CXone, including extensive documentation and
support, and access to an online developer community. Companies
interested in how SmartAction’s application works with CXone can
visit CXexchange to learn more about the application and read
reviews. CXexchange is a centralized, state-of-the-art marketplace
for developers to market and sell their applications ready to
integrate easily with CXone.
About NICE inContactNICE inContact is the cloud contact
center software leader with the world’s #1 cloud customer
experience platform. NICE inContact CXone™ combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation
and Artificial Intelligence on an Open Cloud Foundation. NICE
inContact’s solution empowers organizations to provide exceptional
customer experiences by acting smarter and responding faster to
consumer expectations. NICE inContact’s DEVone developer program is
an extensive partner ecosystem, providing applications from partner
companies on the CXexchange marketplace that are designed to
integrate with CXone. NICE inContact is recognized as a market
leader by Gartner, Ovum, IDC, Frost & Sullivan, DMG, and
Ventana. www.niceincontact.com
NICE inContact is part of NICE (Nasdaq: NICE), the world’s
leading provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
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 StatementsThis 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 Paul 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, may,
will, intend, project, 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 the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; 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; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. 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 Securities and
Exchange Commission, 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/20180816005221/en/
Corporate Media ContactNICE inContactCheryl Andrus, +1
801 320 3646cheryl.andrus@niceincontact.comorInvestorsNICE
Ltd.Marty Cohen, +1 551 256 5354, ETir@nice.comYisca Erez +972 9
775 3798, CETir@nice.com
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