Market Overview

NICE inContact CXone Summer 2018 Release Launches New Embedded Analytics and Omnichannel Social Capabilities for Better Customer and Agent Experiences


CXone innovations help organizations systematically improve customer
experience, better reach Millennial and Gen Z customers, and address
GDPR requirements

NICE inContact, a NICE (NASDAQ:NICE) business, today
announced the Summer 2018 release of NICE
inContact CXone
, the world's #1 cloud customer experience platform,
with innovations that empower organizations to win in the experience
economy and deliver exceptional agent and customer experiences. The
Summer 2018 release launches CXone Quality Management Analytics Pro,
which applies advanced analytics within the quality management process
to improve customer experience and efficiency; omnichannel capabilities
for organizations to expand their reach to Millennial and Gen Z
customers; and additional updates to help organizations comply with the
General Data Protection Regulation (GDPR) privacy directive.

"Providing personalized, immersive and engaging customer experiences
must be a high priority for organizations of all sizes to compete in the
experience economy. Today's most innovative brands have cultures rooted
in creating the best experiences they can for consumers, and are driven
to continually build customer loyalty and advocacy," said Paul Jarman,
CEO of NICE inContact. "NICE inContact CXone innovations continue to
support our number one goal – help businesses of all sizes achieve their
goals and win in the experience economy."

New Embedded Analytics Powers Targeted, High Performance Coaching to
Improve Customer Experience

NICE inContact CXone Quality
Management Analytics Pro takes your quality program to the next level.
CXone QM Analytics Pro is a new omnichannel quality management offering,
fully unified in the CXone platform, that applies speech and text
analytics to automatically pinpoint the right interactions for quality
evaluations and agent coaching sessions – making managers and
supervisors more efficient and effective. Managers and supervisors can
use automatic analysis of customer sentiment, plus pre-defined or
custom-defined categories and phrases, to select the right voice or
digital interactions for review to keep agents:

  • On message: track compliance with key phrases to stay on brand or to
    meet regulatory requirements
  • Out of trouble: isolate and address offensive or unhelpful behavior
  • On track: identify specific customer service or sales scenarios to
    monitor and develop agent skill proficiency

As a unified component of the CXone cloud platform, CXone QM Analytics
Pro uses automated sentiment analysis and granular categorization of
interactions, delivering sophisticated capabilities without requiring an
army of experts. CXone QM Analytics Pro simplifies setup and management,
analyzing each interaction based on category, sentiment, and
user-defined keywords/phrases, delivering value in days, rather than
requiring weeks to hone the tool before seeing results. These
capabilities, coupled with powerful dashboards for identifying trends
and patterns, reduces the effort to select the right interactions to
evaluate for each agent and enables execution of more targeted quality
plans and agent coaching – for the best possible customer experience.

New Omnichannel Social Capabilities Expand Access to Millennial and
Gen Z Customers

The CXone Summer 2018 release includes two new
pre-integrated social channels plus new social features that help
organizations provide more engaging social interactions and extend their
reach to the channels their new and prospective customers are using –
especially for Millennials and Generation Z. CXone users can now engage
new and potential customers on Instagram and Viber, proactively reach
out with scheduled Tweets or Facebook posts, and quickly interact and
better connect with customers using emojis and shared images.

In addition, organizations now will have greater reporting insights for
digital channels, including more visibility into how chats are
concluded, and control over chat transcript retention.

New Consent and Retention Options to Support GDPR Compliance
inContact has delivered new capabilities that can help customers in
their efforts to comply with the GDPR privacy directive. Although there
is no standardized audit for GDPR compliance, NICE inContact ensures its
development and operational processes comply with regulations, such as
FedRAMP, SOC2, HITRUST, PCI, and Privacy Shield. NICE inContact has
recently delivered new capabilities for contact centers that can help
them with GDPR consent and data access requirements:

  • New options for filtering interactions to record and retrieve
  • Additional chat transcript options for which interactions to record,
    retain or delete
  • Automated and manual options to disable call recording if customer
    consent is not given
  • Support to help customers comply with GDPR "right to access" and
    "right to be forgotten" requirements

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 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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