NICE (Nasdaq: NICE) today 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 won awards in the following categories:
-
Best Contact Center Analytics – NICE took the 2019 Service
Leaders Award following a category-leading score of 4.3 out of 5 in
depth of functionality, and 4.0 in company direction and customer
satisfaction. Ian Jacobs, a principal analyst at Forrester
Research, said that the company is “always a leader in the
customer service world” and “has really pushed to provide value for
other parts of the enterprise, including increasing cross-selling and
upselling, predicting and reducing customer churn, and quickly
addressing product quality issues.” Paul Stockford, president and
chief analyst at Saddletree Research added that “analytics is the
foundation for just about all NICE solutions,” and that its 2016
acquisition of Nexidia gave NICE a strong head start in advanced
analytics. “NICE is setting the standard for analytics in the contact
center,” he said. -
Best Workforce Optimization (WFO) – NICE clinched this accolade
for the second year by receiving the top score for depth of
functionality and ranking high in company direction and customer
satisfaction. “With a foundation in analytics for all its solutions,
including WFO, NICE is poised to redefine efficient WFO in the future
while offering a solid-performing WFO solution today,” Paul
Stockford, president and chief analyst at Saddletree Research
said. Ian Jacobs, a principal analyst at Forrester Research
points out that the company’s “move to consolidate routing and WFO
into a single offer has really paid off.”
“We are delighted to be awarded with these CRM Services Leaders Awards
again this year,” said Barry Cooper, President of the Enterprise
Group, NICE. “These accolades are a testament to the cutting-edge
innovation and unique, holistic vision that drives our portfolio. This
unmatched combination allows NICE to empower its customers with
solutions that address the challenges of tomorrow while driving
uncompromising service experiences today”.
Recipients of the CRM Service Leaders Awards are determined through a
proprietary ranking system based on the scores given by leading industry
analysts and consultants for each vendor’s deployment costs, customer
satisfaction, depth of functionality (or breadth of services, in the
case of outsourcing), and company direction. Company financial data is
also taken into consideration to determine the winners.
NICE
Nexidia delivers unique analytics-based insights that optimize the
potential of better customer experience, increased loyalty, lower costs,
improved sales effectiveness and more in every interaction. Nexidia
Analytics provides the capabilities and experience to uncover insights
that drive our Fortune 100 customers to differentiate and compete
successfully among the best in class.
NICE
solutions for Workforce Optimization empower employees with insights
that make them stakeholders in the organization’s success. With NICE
employees can directly impact the company’s performance and their career
path, as well as influence their schedule and other contact center
processes. The result is better customer experience at a lower cost.
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, 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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