Market Overview

NICE inContact CXone AI Self-Service Solution Helps TechStyle Improve Operational Efficiency, Enhance Customer Experience, and Drive Cost-Savings


CXone with integrated SmartAction Omni-bot™, improves
operational efficiency and enhances customer experience for TechStyle
Fashion Group

NICE inContact, a NICE (NASDAQ:NICE) business, today
announced business results TechStyle
Fashion Group
achieved with the NICE inContact CXone AI Self-Service
Solution, including integrated SmartAction
Omni-bot™, that improves operational efficiency, enhances
customer experience, and reduces operational costs. SmartAction's
Omni-bot provides conversational artificial intelligence (AI) voice and
digital self-service and is available on CXexchange
marketplace featuring ready-to-use applications designed to integrate
with NICE inContact CXone, the world's #1 cloud customer experience

TechStyle Fashion Group—owner and operator of JustFab, Fabletics,
Fabkids, and ShoeDazzle brands—is an online subscription fashion
retailer that offers a personalized shopping experience based on
members' fashion preferences. The company had been offering
conversational voice self-service for several months but wanted to offer
a similar self-service experience in their fastest growing channel:
chat. Before implementing the CXone AI Self Service Solution, chats were
directly routed to a live chat agent without any authentication or
self-service features. This caused spikes in volume and made it
difficult to staff appropriately, especially considering the cyclical
nature of the business. TechStyle needed a way to ease the stress on
forecasting and staffing.

To meet the challenge, TechStyle launched its Chatbot, which uses
SmartAction integrated with CXone, to achieve the following benefits:

  • $1.1 million in savings for 2017 (calculated per agent reduction,
    average handle time decrease, and containment)
  • 18.5% overall containment average, meaning fewer calls to live agents
  • 45 second reduction in average handle time
  • 77% Member Satisfaction, consistent with historical averages

The successful implementation of TechStyle's Chatbot delivers true
omnichannel self-service as well as blended live agent interactions for
members. In addition to reducing calls to agents for transactional and
traditionally self-service issues, the chatbot's proactive,
context-inclusive handoff of more complex chat sessions to live agents
enabled quicker resolutions. As a result, members now have 24/7
availability to self-service features like checking on the status of an
order, billing questions, and skipping a month. The company also
maintained a 77% member satisfaction survey score, consistent with
historical Member Satisfaction survey (MSAT) scores, and received
several positive customer comments about the automation. The integration
between CXone and SmartAction made it easy for TechStyle to use this new
solution in the most effective ways.

"Any benchmark we created would have been easily surpassed. With the
partnership of NICE inContact and SmartAction, we feel confident to say
we are in good hands," said Mike Gamez, GMS Member Solutions Manager at

"The CXone customer experience platform enables contact centers to
customize robust solutions and continually adapt to changing
requirements and customer expectations," said Paul Jarman, CEO of NICE
inContact. "We're pleased to share the cost reduction and customer
experience improvement results TechStyle Fashion Group achieved with the
CXone AI Self-Service Solution, in partnership with SmartAction."

SmartAction's Omni-bot is a conversational AI system that combines voice
and digital functionality to automate complex, repetitive inquiries that
agents are handling today. Once configured in voice, all solutions scale
to digital channels like web chat, SMS text, Facebook Messenger, and
Skype. Omni-bot uses AI and 100% natural language capabilities to offer
a better self-service experience for end users.

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 SmartAction to create new applications on
CXone, including extensive documentation and support, and access to an
online developer community. Companies interested in how SmartAction'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 #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 Gartner, Ovum, IDC, Frost & Sullivan,
DMG, and Ventana.

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:

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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