Market Overview

NICE inContact CXone Spring 2018 Release Introduces New Omnichannel Customer Experience Insights, Enhanced Workforce Collaboration and Elevated Omnichannel Customer Experiences


The latest release of the world's #1 cloud customer experience
platform delivers new voice of the customer product, innovative
Workforce Optimization updates, Omnichannel Routing enhancements, and
seamless UCaaS integrations

NICE inContact, a NICE (NASDAQ:NICE) business, today
announced the NICE inContact CXone Spring 2018 release with new
capabilities to enable organizations of all sizes to win in the
experience economy. To continuously improve customer interactions across
the customer journey, contact centers will be empowered to:

  • Gain deeper voice of the customer (VoC) insights with new CXone
    Feedback Management
  • Strengthen agent engagement with workforce optimization (WFO)
  • Elevate omnichannel customer experiences with enterprise enhancements
  • Collaborate more easily across customer-facing teams with a seamless
    user experience between unified communications as a service (UCaaS)
    partners and contact center as a service (CCaaS)

"The latest release of NICE inContact CXone demonstrates our commitment
to enable contact centers to win in the experience economy by leveraging
advanced, unified capabilities across the CXone cloud platform," said
Paul Jarman, CEO, NICE inContact, "Richer insights into customer
experiences, more effective collaboration for customer-facing teams, and
a more streamlined agent experience combine to help organizations
achieve their goals and deliver exceptional customer experiences."

Gain Deeper Customer Experience Insights Across Channels with New
CXone Feedback Management

CXone Feedback Management provides omnichannel customer surveys that
deliver in-depth analytics, as well as benchmarking capabilities and
best practice training. Interactive dashboards present rich analytics
from customer experience surveys so that insights are easy to understand
and act on. Users can gather unbiased feedback from customers via a wide
range of communication channels including email, interactive voice
response (IVR), SMS/text, and web. CXone Feedback Management is now
integrated with NICE inContact CXone cloud customer experience platform.

CXone Feedback Management is built by the experts at NICE Satmetrix,
co-creator of the Net Promoter Score® (NPS®) and the most trusted source
for insight and data on what customers think of your performance. This
is the first time NICE Satmetrix technology has been made available for
voice surveys via IVR, resulting in higher response rates and expanded
insights with near real-time speech to text transcription. Leveraging
this market-leading technology and knowledge base, CXone Feedback
Management enables customers to derive the greatest possible value from
their voice of the customer program. Customers can also compare their
performance to industry peers with easy, unlimited access to NPS
benchmarking data and access best practice training on customer feedback
programs from within the solution.

Strengthen Employee Engagement and ROI with Innovative WFO Updates

The spring 2018 release of CXone delivers several innovative updates to
provide a seamless agent experience across workforce optimization,
omnichannel routing, and CRM. Contact centers that have fully embraced
moving to the cloud, as well as organizations that are taking an
incremental cloud approach can benefit from CXone.

Flexible deployment options with NICE inContact CXone empower contact
centers to take the path to the cloud that makes the most sense for
their business today – or in the future. Now CXone provides innovative
deployment options for organizations looking to move to the cloud while
maintaining components of their on-premises systems. For companies with
on-premise NICE WFO systems, CXone Omnichannel Routing and CXone
Analytics cloud products can be integrated with their current NICE WFO
system to keep interaction recording and quality management on-premises,
maintaining local control over recordings and continuing to leverage
their current investment. Another option—now available with CXone
Workforce Optimization Pro—is for companies with traditional on-premises
telephony systems from leading PBX providers who want to take their
first step to the cloud with WFO while leveraging their current PBX or
on-premises ACD investment.

CXone Workforce Optimization (WFO) Pro unlocks the potential of your
team to deliver exceptional customer experience and empowers contact
center leaders to improve employee engagement and productivity. As a
modern cloud suite, designed from the ground up to provide a unified
experience for agents, supervisors, and managers, contact centers can
significantly accelerate the time to get new employees productive and
reduce turnover. Spring release highlights of CXone WFO Pro include:

  • Reduce training costs with a faster time to proficiency for new
    agents. An intuitive, unified agent desktop across WFO, contact
    center, and CRM systems, the suite is easy to learn and helps agents
    stay focused and more productive. Self-service coaching modules and
    proactive notifications of performance evaluations replaces class-room
    sessions and lets agents learn at their own pace, even between
  • Boost agent engagement with agent self-service features from within
    their customer interaction interface, either CXone or CRM. Proactive
    notifications along with seamless access to view schedules, submit and
    manage time-off requests, bid on shift assignments, see performance
    evaluations, listen to calls, create self-assessments, and review
    assigned coaching packages boosts engagement by empowering agents with
    more control over their day-to-day work life.

Elevate Omnichannel Customer Experiences with Enterprise Enhancements

Building upon its continued success as the preferred cloud customer
experience platform for enterprise customers, CXone has announced
additional enhancements for Omnichannel Routing that benefit both large
enterprise contact centers and mid-market organizations. Highlights

  • NICE inContact CXone is the first cloud contact center solution to
    receive FedRAMP Authorization to Operate (ATO). CXone meets stringent,
    federally mandated security, reliability, availability, and
    performance requirements.
  • Security improvements include expanded multi-factor authentication
  • Analytics-based routing uses artificial intelligence (AI) services,
    including natural language processing (NLP) and sentiment analysis, to
    prioritize and route digital channels. Contact centers can now use the
    full power of CXone Interaction Analytics Pro to customize topics and
    categories used by the AI engine.

Enhance Collaboration for Customer-Facing Teams with a Seamless User
Experience Across UCaaS/CCaaS

NICE inContact CXone customers have access to a pre-integrated contact
center and unified communications cloud solution from leading
telecommunications carriers and unified communications as a service
(UCaaS) providers. The latest release enables UCaaS partners to provide
a consistent look and feel plus advanced integration tools for presence
and data synchronization, improving the collaborative experience inside
the contact center and across the whole organization.

Seamless unified communications as a service (UCaaS) integration with
NICE inContact CXone gives agents easy access to subject matter experts
(SMEs) across the business. To save time seeking assistance, agents can
see who is and is not available with automatic presence synchronization
between UCaaS and CCaaS systems. Organizations can also route
interactions to informal agents outside of the contact center, expanding
customer service resources and speeding issue resolution.

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 No. 1 cloud customer experience platform. NICE inContact CXone
combines best-in-class Omnichannel Routing, Workforce Optimization,
Analytics, 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 Gartner,
Ovum, IDC, Frost & Sullivan, and DMG.

NICE inContact is part of NICE (NASDAQ:NICE), 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.

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:
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the
NPS-related emoticons are registered trademarks of Bain & Company, Inc.,
Fred Reichheld and NICE Systems, Inc.

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.

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