NICE inContact CXone Business Line Texting Solution Helps Vera Bradley Increase Contact Center Efficiency and Enhance Customer Experience

CXone with integrated Textel two-way texting, decreases call volume,
increases efficiency, and adds level of service for Vera Bradley

SALT LAKE CITY–(BUSINESS WIRE)–NICE inContact, a NICE (Nasdaq: NICE) business, today
announced business results for Vera
Bradley
achieved with the NICE inContact CXone Business Line Texting
Solution, including integrated Textel
two-way texting, that increases contact center agent efficiency and
enhances customer experience. Textel, a NICE inContact DevONE partner,
provides SMS and MMS on existing contact center phone numbers and is
available on CXexchange
marketplace
featuring ready-to-use applications designed to
integrate with CXone, the world’s #1 cloud customer experience platform.

Vera Bradley is an innovative brand for women, specializing in handbags,
luggage, and accessories. The company has multiple distribution points
throughout the United States, selling directly to the consumer. Vera
Bradley recognized their customers might be trying to send text messages
to their current toll-free customer service number. In an effort to
increase customer service efficiency and enhance customer experience,
they wanted to offer their customers an easy way to text customer
service without giving out a new number just for texting.

To meet the challenge, Vera Bradley used Textel integrated with CXone to
achieve the following benefits:

  • Decreased call volume by seven percent at initial rollout, as
    customers opt to send a text instead of calling
  • Increased contact center efficiency and cost effectiveness

    • Vera Bradley now handles more customer contacts – faster and at a
      lower cost. Dedicated agents can manage three customers at a time
      over text versus just one over the phone
  • Added another level of service while enhancing the customer experience
    by adding “TEXT” to their current toll-free customer service number

    • The company has experienced a zero percent abandon rate when
      interacting with customers over text

“CXone with integrated Textel has helped us better communicate with our
customers. It was paramount to have unified applications on the NICE
inContact CXone cloud customer experience platform. The solution works
seamlessly and our agents continue to work within a single, easy to use
desktop environment. We know customer service expectations are at an
all-time high and each customer service situation needs to be handled as
efficiently as possible. We are thrilled that so many of our customers
prefer to text with us,” said Susan Campbell, Director, Customer Service
at Vera Bradley.

“The CXone customer experience platform enables contact centers to
customize robust omnichannel solutions and continually adapt to changing
requirements and customer expectations,” said Paul Jarman, CEO of NICE
inContact. “We’re pleased to share the results Vera Bradley achieved
with CXone, in partnership with Textel.”

Textel is fully integrated with NICE inContact CXone, providing contact
centers the ability to seamlessly integrate texting into their existing
workflow. Providing SMS and MMS on existing contact center phone numbers
enables the contact center to drive more engagement with their customers
while lowering the expense of that engagement, as the cost of a text
interaction is less expensive than a voice interaction.

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 Textel to create new applications on CXone,
including extensive documentation and support, and access to an online
developer community. Companies interested in how Textel’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 inContact
NICE inContact is the cloud contact
center software leader with the world’s No. 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 the leading industry analyst firms. www.niceincontact.com

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 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.

Contacts

Corporate Media Contact
Cheryl Andrus, +1 801 320 3646, cheryl.andrus@niceincontact.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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