Global eCommerce Leader to Move 2100 Agents to NICE inContact CXone
CXone cloud customer experience platform selected to improve customer
satisfaction and increase sales conversion while driving down costs
SALT LAKE CITY–(BUSINESS WIRE)–NICE inContact, a NICE (Nasdaq: NICE) business, today
announced that a global ecommerce leader with 15 brands and five contact
centers around the world has selected NICE
inContact CXone – the world’s #1 cloud customer experience platform
– for a comprehensive move of 2100 agents to the cloud.
The expansive direct-to-consumer retailer conducted an exhaustive review
of cloud options in order to replace inflexible on-premises technology,
and selected NICE inContact CXone for its all-encompassing platform that
unifies applications, including omnichannel routing and Workforce
Optimization, in a true cloud solution.
With CXone, the company aims to improve customer satisfaction (CSAT) by
10 percent and increase sales conversion by 15 percent across all of
their brands, all while driving down costs with increased agility and
efficiency. It plans to scale to over 2500 agents during its busy
season, and will leverage the unified CXone platform across several
business units.
“We’re excited CXone was selected for yet another large-scale deployment
by an industry-leading organization, to power exceptional customer
experiences,” said Paul Jarman, CEO NICE inContact. “The momentum
demonstrates where the market is moving, to the cloud and to CXone – a
complete and best-in-class solution that helps companies meet their
business goals.”
Jarman continued, “Today’s highly competitive customer experience
economy calls for brands in all industries to elevate their game. We’re
seeing accelerated adoption of NICE inContact CXone by organizations of
all sizes that are transforming to the cloud. Enterprises are primed to
benefit from CXone cloud customer experience platform that powers
immersive and engaging customer experiences that drive down costs while
building loyalty, advocacy and wallet share.”
Contact centers of all sizes are increasingly turning to NICE inContact
CXone to transform customer experiences based on its proven scalability,
reliability, security and functionality. CXone is an extensible,
elastic, and open cloud platform that provides flexibility, enables
integration with any CRM, ERP (enterprise resource planning) or custom
application, and supports rapid and ongoing innovation to differentiate
service offerings. Customers who select NICE inContact CXone are looking
for a robust contact center solution to help them win in the experience
economy by delivering exceptional customer and agent experiences that
attract and retain customers and grow revenue.
CXone is an integrated and open cloud customer experience platform which
enables customer service agents to respond faster and act smarter,
delivering a smooth omnichannel customer experience. Only CXone unifies
best-in-class Omnichannel Routing, Analytics, Workforce Optimization,
Automation and Artificial Intelligence—all on an Open Cloud Foundation.
About NICE inContact CXone
NICE inContact CXone is the
leading cloud customer experience platform. Only CXone unifies
Omnichannel Routing, Analytics, Workforce Optimization, and Automation &
Artificial Intelligence – providing a seamless customer and agent
experience – as part of one enterprise-grade, cloud native platform.
With its Open Cloud Foundation, CXone powers rapid innovation via open
APIs, leading scalability and reliability (guaranteed 99.99 percent
uptime), and carrier-grade connectivity (guaranteed voice quality).
About NICE inContact
NICE 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 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
NICE inContact
Media
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
