NICE (Nasdaq:NICE) today announced that its NICE Engage Platform is enabling seamless, real-time communications between various contact center systems, thus meeting the needs of fast-paced customer service environments as well as critical back office operations. This is a result of efforts to provide a simplified user experience, improve compliance capabilities, support more digital interactions, and deliver greater integration with third party technologies and business applications.
As the market’s leading omnichannel recording solution, NICE Engage delivers benefits across the enterprise, helping multiple users such as IT and operational managers, compliance teams, service agents, and business leaders. These include:
- Reduced IT operational costs – by providing a single, highly scalable platform that is ready for any channel.
- Adherence to regulatory guidelines and reduced liability and risk – by applying the same advanced compliance policies and practices to all channels; and by delivering real-time alerts and analyses of compliance failures directly to mobile devices via NICE Watch.
- Digital transformation management – by extending quality management and analytics methodologies developed for voice to digital channels; by supporting new social media channels like Facebook messenger; and by promoting digitalized business processes on all interactions.
Miki Migdal, president of the NICE Enterprise Product Group, said: “With the latest release of NICE Engage, we are strengthening our commitment to simplifying processes and experiences, empowering users, and facilitating digital interactions. We are proud to deliver the leading, most inclusive omnichannel solution, which will play a pivotal role in helping organizations reinvent customer service.”
Additional product capabilities:
- Enriched omnichannel capabilities for chat/IM systems and email recording
- Greater openness – The platform uses an umbrella API solution to simplify integration between Engage and third party systems or business applications (CRM, Billing, Mobile Apps, Web/social data, service data, business analytics)
- Better Connectivity to SBC – Engage 6.6 supports CISCO environments with Oracle SBC, speaker identification in SIPREC environments, and full support for Avaya Session Border Controller for Enterprise R7.1
- Enhancements for Avaya – Proactive Outreach Manager DevConnect Compliance, DMCC – a NAT bypass for outsourcers and hosted solutions (4.1 L2L), Proactive Contact 5.1.2 support.
- Superior performance and enhanced visualization with Playback Portal – In release 6.6, a new small scale option is supported, as well as improved performance for large sites, without the need for additional hardware. Support group hierarchy can also now be visualized in hierarchy DB. Playback Portal enterprise grade readiness was also improved with high availability (cluster for servers), NAT certification and Windows 10 support.
- More robust transitions with SRT validation for minor upgrades, single flow and SQL always on support
About NICE
NICE (Nasdaq:NICE) is the worldwide 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.
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 Mr. Migdal, 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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Contacts:
Corporate Media Contact
Erik Snider, +1 551
256 5274
erik.snider@nice.com
or
Investors
Marty
Cohen, +1 551 256 5354
ir@nice.com,
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or
Yisca Erez, +972 9 775 3798
ir@nice.com,
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