Global BPO Chooses NICE's AI-Powered Nexidia Analytics Solution to Boost Compliance and Customer Service Across a Broad Range of Industries

Top Quote iEnergizer has adopted NICE’s leading analytics solution to generate in-depth insights into customer and agent behavior in order to help clients reduce business risk and increase their revenue. End Quote
  • (1888PressRelease) October 31, 2017 - India – NICE (Nasdaq:NICE) announced that business process outsourcer iEnergizer is implementing Nexidia Analytics to improve both regulatory compliance and customer service.

    iEnergizer, an international BPO primarily working out of India, serves across six continents, providing customer relations management and back office outsourcing for companies in the banking, healthcare, financial services, gaming, publishing and legal consulting sectors. Its 7 operations centers employ 12,000+ professionals, with 8,000 contact center seats.

    With its high volume of contacts, across diverse industries, regulatory environments, and cultures, iEnergizer sought a solution to ensure agent adherence and reduce compliance costs. As a long-standing NICE customer, the company naturally turned to NICE for its next-generation analytics solution, which delivers automatically generated in-depth insights into customer and agent behavior based on speech and text interactions.

    Nexidia Analytics, the leading solution in the industry, provides iEnergizer with omnichannel analysis for inbound and outbound voice communications, as well as web, chat and email customer support. By encompassing all calls in an automatic and comprehensive quality assurance process, the company is better able to prevent the non-compliant behavior. This drastically reduces business risk and penalties, especially related to outbound contacts for collections.

    In addition to regulatory adherence, iEnergizer is using the analytics solution to help clients ensure that they are consistently meeting service level expectations, leading to higher customer satisfaction, loyalty, and long-term retention. The insights gleaned from NICE Nexidia Analytics also play an important role in maintaining an engaged workforce by helping agents improve their skill set, meet key performance indicators, and reduce attrition.

    Adarsh Kumar, Chief Operating Officer of iEnergizer:
    “iEnergizer’s adoption of the Nexidia Analytics solution is a proactive investment in value creation for our customers. We selected NICE based on our past success with the company, as well as our belief that NICE stands out among its peers in the industry both in terms of its business strategy and strength of offering in the analytics space. Thanks to our partnership with NICE, we are proud to be an early adopter of interaction analytics solutions in India.”

    Darren Rushworth, president, NICE APAC:
    “We are pleased to deepen our partnership with iEnergizer, a market leader that is helping organizations reinvent their customer service and achieve maximum business value with the help of NICE’s customer experience solutions. Our Nexidia Analytics solution, based on AI-powered speech recognition technology, delivers ‘analytics with no limits.’ The solution offers unparalleled accuracy and scalability, allowing organizations across verticals to analyze huge volumes of customer data and take action to improve operations and remain compliant.”

    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.

    Corporate Media Contact
    Ilana Hart, +972-9-775-3818, ilana.hart ( @ ) nice dot com

    Marty Cohen, +1 551 256 5354, ir ( @ ) nice dot com, ET
    Yisca Erez +972 9 775 3798, ir ( @ ) nice dot com, CET

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    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. Rushworth, 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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