NICE Customer Engagement Analytics receives the
highest rating possible in 18 criteria and is recognized for its
ability to transform customer and agent journeys
NICE (Nasdaq: NICE) today announced that it has been
acknowledged as a Leader by Forrester Research in "The Forrester
Wave™: Journey Orchestration Platforms, Q2 2020" report. Uniquely,
among the vendors evaluated NICE received the highest possible
scores in the Data Fusion category, highlighting the ability of its
Customer Engagement Analytics (CEA) solution in helping
organizations to efficiently connect disparate datasets. NICE also
received the highest possible scores in the Planned Enhancements,
User Research and Market Presence categories, and amongst the top
scores in the Journey Discovery criteria. For a complimentary copy
of the report, please click here.
In the report, Forrester Research noted " NICE uses analytics
and AI to drive CX, digital, and workforce (agent) transformation.
The platform combines structured data (interactive voice response
[IVR], CRM, customer profile data, and VoC) and unstructured data
(agent notes, text, and voice) at the journey, topic, word,
sentiment, and personality level to optimize CX. The vendor has
integrated offerings for IVR optimization, digital containment,
interaction analytics, customer journey optimization, and real-time
personalization. Use cases include sales effectiveness, churn,
retention, and cost management." The report also noted, “the
platform is a good fit for companies looking to transform customer
and agent journeys and analyze unstructured data."
Barry Cooper, NICE Enterprise Group President, said, "As
organizations go through unprecedented change in the pace and
method in which they interact with customers, it is vital that they
remain agile and leverage the power of analytics to optimize both
the end customer’s experience and the cost to deliver it. We
believe this report reflects the view of our customers and
testifies to the direct connection between our AI-powered Customer
Engagement Analytics solutions and improved customer journeys,
experiences and loyalty.”
NICE Customer Engagement Analytics enables organizations to
capture and analyze all customer interactions, transactions and
lifecycle events to get a complete view of the customer journey.
Powered by state-of-the-art Big Data technology, it identifies
individual customers and sequences their interactions across time
and touchpoints to understand the context of every contact, uncover
patterns, predict needs and personalize interactions in
real-time.
An important component of NICE's suite of analytics solutions
recognized in the report is the Journey Excellence Score, a
pioneering metric designed to precisely measure the quality of
customer experience across multiple channels and interactions over
time. As the report notes, “The platform uses AI to calculate a
single metric or Journey Excellence Score (JES) to measure CX
quality, combining disparate data points such as survey results,
complaints, individual interaction sentiment, and behavioral data
such as journey duration, the channels used, and complexity
scores.” JES uniquely offers a consistent method of gauging the
quality of customer experience, thus enabling organizations to
easily and quickly identify gaps and bottlenecks in customers'
journeys. With JES, organizations are empowered to shape future
journeys via the insights captured and predict potential
outcomes.
To access a complimentary copy of the report, please click
here.
About NICE NICE (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 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/20200618005362/en/
Corporate Media Christopher Irwin-Dudek, 201-561-4442
chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Yisca Erez +972 9 775 3798, CET ir@nice.com
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