NICE inContact Wins Contact Center Infrastructure and Interactive Voice Response CRM Service Leaders Awards

NICE inContact customer MoneyGram wins Service Elite award for their
deployment of CXone

SALT LAKE CITY–(BUSINESS WIRE)–NICE inContact, a NICE (Nasdaq: NICE) business, today
announced that the company has won for the second year in a row the
Contact Center Infrastructure award, as well as the Interactive Voice
Response award from CRM magazine. NICE inContact customer MoneyGram has
been named one of only three winners of CRM’s Service Elite awards, a
category within the CRM Service Leaders Awards, for their deployment of NICE
inContact CXone
to streamline customer service processes for a
global audience.

NICE inContact was selected as the winner in the following categories:

  • Contact Center Infrastructure: For the second consecutive year,
    NICE inContact “far
    outpaced all competitors”
    as the winner. NICE inContact was
    recognized as the “complete picture”, with a total score of 4.3 and
    top scores in depth of functionality (4.4), company direction (4.2),
    and customer satisfaction (4.2).

Sheila McGee-Smith, founder and president of McGee-Smith Analytics,
stated, “With market-leading contact center and workforce optimization
portfolios and a stable executive team, the world is NICE inContact’s
oyster. They continue to deliver, not just promise, AI capabilities
across their portfolio.”

Paul Stockford, President and Chief Analyst of Saddletree Research,
noted that with “an excellent strategic vision matched by solid
execution and demonstrated leadership,” NICE inContact truly is “a hard
act to follow.”

  • Interactive Voice Response: NICE inContact took the top spot by
    earning high scores for company direction and depth of functionality,
    as well as customer satisfaction. By standing out as the category
    leader in cost, NICE inContact also secured the winning title for
    Interactive Voice Response.

“In our overly-saturated, CX-driven economy, emphasis on a complete
contact center infrastructure and consistency is pivotal to delivering a
customer service experience that doesn’t just meet the mark, but exceeds
it,” said Paul Jarman, CEO of NICE inContact. “The success of our
customers like MoneyGram speaks to the innovation and quality
deployments of our market-leading CXone cloud customer experience
platform. CRM magazine’s recognition of NICE inContact across several
categories solidifies the value of exceptional customer service
delivered with each and every interaction.”

“Brand consistency is a high priority for us to deliver excellent
customer experiences. Before NICE inContact CXone, MoneyGram had more
than 30 IVR applications, no two of which sounded the same,” said Doug
Klees, Head of Global Customer Care at MoneyGram
. “With NICE
inContact we consolidated three IVR applications, allowing us to act
efficiently as well as deliver a better experience for our global
customer base. In addition, we reduced average handle time by 30%. This
recognition from CRM Magazine highlights the real customer service
results MoneyGram has seen from deploying CXone.”

NICE inContact and MoneyGram took the top spot in each category after
receiving the highest scores in the editors’ survey of leading industry
analysts and consultants, who gave their impressions on company
direction, customer satisfaction and overall cost.

NICE inContact CXone is the leading cloud customer experience platform.
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

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.

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

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:

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.


Corporate Media Contact
Cheryl Andrus, +1 801 320 3646,

Marty Cohen, +1 551 256 5354, ET,
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