NICE Robotic Process Automation Announces Partnership with CallVU to Drive Seamless End-to-End Customer Experience
March 13 2019 - 6:30AM
Business Wire
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 (Nasdaq: NICE) today 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 operational efficiencies such as
increased processing speed and accuracy, while offering end
customers seamless and visually improved digital interactions via
the mobile device.
Although most organizations have invested significantly in
making enhanced digital channels available to their customers, in
the call center, voice continues to be the primary channel for
engagement. This partnership allows organizations to offer their
customers the option to select an additional digital engagement
layer when dialing into call centers. When selected during the IVR
process, this layer triggers the sending of a URL to the customer's
smart device and enables a visually enriching experience via screen
sharing and multimedia, thus improving first call resolution and
driving up customer satisfaction. CallVU's Digital Engagement
enables organizations to offer self-service options in cases of
high volume and low value tasks which are more repetitive. For more
complex, higher value tasks, requiring the assistance of a human
employee, such as applying for a loan or opening a bank account,
employees can leverage and share digital content with the customer
in real-time. For example, a contract can be displayed on the
customer’s smart device via a screen share, which can then be
signed in real-time. NICE’s RPA robots then automatically complete
the interaction in the back end by updating all the relevant
enterprise applications.
Integrating NICE RPA's AI infused attended and unattended robots
with CallVU's digital engagement technologies, allows organizations
to provide their customers the joint value of more intelligent and
visually enhanced interactions coupled with the efficiency and
accuracy of RPA. The collaborative offering creates an automated
self-service loop for the end customer, enabling organizations to
accelerate high value processes and minimize repetitive, low value,
manual activity, while enhancing engagement amongst employees and
driving an improved, richer customer experience.
Barry Cooper, President, NICE Enterprise Product Group,
said, "Delivering value through innovation has always been
paramount for NICE. As such, we're excited to partner with CallVU
to achieve even higher levels of innovation, offering greater
operational efficiencies across the front and back-office
environments and driving a higher quality of service. NICE RPA’s
powerful robots simplify complex operational processes by
seamlessly executing tasks in the background, thus empowering
customer interaction agents to focus on what really matters. This
enables organizations to not only improve productivity but also
drive a superior customer experience.
Ori Faran, Founder and CEO of CallVU said, “NICE is a
leader in enterprise software and we are proud to extend our
partnership and bring more value to organizations worldwide.
Customers today are looking for always-on, personalized services
that require no wait time and can be managed end-to-end on their
smartphones. With our combined solution we are essentially
transforming every customer interaction into a visual, digital
engagement. This will enable companies to increase the usage of
digital content, expedite customer issue resolution and increase
sales conversions, while differentiating themselves through
unmatched user experiences.”
About CallVUCallVU, a leader in digital customer
engagement empowers global organizations to improve customer
experiences and operational efficiency through digital
transformation. CallVU’s advanced platform is deployed by leading
organizations worldwide, helping them to automate a wide range of
customer journeys as well as sales and customer support processes.
By transforming every customer interaction into a digital
engagement, CallVU’s solutions enable companies to increase the
usage of digital content, expedite customer issue resolution and
increase sales conversions.
About NICENICE (Nasdaq: NICE) is 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 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, 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/20190313005292/en/
Corporate Media ContactChristopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.com
InvestorsMarty Cohen, +1 551 256 5354, ET,
ir@nice.comYisca Erez +972 9 775 3798, CET, ir@nice.com
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