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NICE Announces CX Excellence Award Winners at Interactions EMEA 2019, Celebrating Innovation and Outstanding Service
NICE (Nasdaq: NICE) brought Interactions
EMEA 2019 to a close by celebrating the winners of its annual
CX Excellence Awards. In a ceremony attended by customers and leading
industry experts, NICE presented awards to five organizations that
excelled in the delivery of service and leveraged innovation to ensure
unparalleled customer experiences and drive positive business results.
The five winners achieved remarkable results in analytics, automation,
cloud and workforce management across the following categories:
Best Business Impact ? for driving measurable improvements in
KPIs including operational efficiency, revenue growth and customer
satisfaction. The winner is:
Swinton was presented this award for adopting an automation
strategy to help guide agents on their new platform and automating
repetitive high workload processes using NICE Robotic Process
Automation (RPA). Swinton also increased process consistency and
drove rapid compliance. Importantly Swinton increased employee
engagement and boosted customer satisfaction which led to an
increase of 11% in NPS.
Best Cloud Implementation ? for the implementation of
cloud-based solutions to drive rapid innovation while enjoying a
complete, omnichannel customer experience suite in the cloud: The
Transcom won this award for combining disparate systems and
moving to NICE Nexidia Analytics in the cloud for a client in the
Spanish market. Transcom experienced a boost in average handling
times (AHT), enhanced compliance, reduced infrastructure
investment and drove improvements in revenues as a result.
Best Employee Engagement ? for enhancing workforce engagement
and empowerment, and demonstrating excellence in transparency,
retention and motivation strategies. The winner is:
Thomas Cook received this award for setting up a Center of
Excellence to identify and automate key tasks and thereby assist
agents in providing more efficient customer interactions using
NICE RPA. These changes facilitated a greater focus on customer
service, reduced the average handling time (AHT) of in-house
processes, introduced global consistency in reporting and drove
millions in savings.
Best Customer Experience ? for achieving a deep understanding
of customers' personalities and journeys to improve customer
experience through advanced, real-time analytics. The winner is:
Mesto was presented this award for implementing a new
standard for measuring customer experience and loyalty,
streamlining the business to quickly respond to issues and improve
customer service by leveraging NICE Satmetrix. Of particular note
is the improvement of Net Promoter Score by 9%, ensuring 70% of
repeat responders remained promoters and driving 13% of responders
to become promoters.
Rookie of the Year ? for demonstrating excellence in quick
adoption and turn-up, achieving rapid ROI. The winner is:
The Environment Agency won this award for driving a
productivity gain of 13-16 FTEs by streamlining processes such as
water resource licenses and water quality permit processes to less
than 7 minutes each, down from 65 minutes and 45 minutes
respectively, using NICE RPA. The accolade celebrates the boost in
job satisfaction owing to a reduction in repetitive and increase
in higher value tasks, better compliance and accuracy as well as
improved brand reputation.
John O'Hara, President, NICE EMEA, said, "Thanks to all the
participants and congratulations to the winners of this year's awards.
Today's evolving business environment demands innovation at the heart of
the business to fulfill the superior service experiences customers are
accustomed to. We're proud to be honoring organizations who embraced
innovation and drove benefits for their customers as well as their
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.
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 Mr. O'Hara, 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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