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NICE Wins Two Awards for Excellence in Customer Service at CONAREC 2018NICE (Nasdaq: NICE) today announced that it is the winner in two categories of the 2018 CONAREC Award. NICE Nexidia (News - Alert) and NICE Engage were each presented the award in a ceremony at the annual National Congress of Company-Customer Relations (CONAREC 2018) held in São Paulo, Brazil. The award reaffirms the company's strength in innovation driven analytics, one of the company's three key pillars and a driving force for more meaningful engagements with customers.
Award winners were selected by major Brazilian contact centers and technology buyers, based on eight criteria, namely automated attendance (bots), cost benefit, integration with other systems, overall satisfaction; performance, possibility to continue / recommend with supplier, quality of service / multichannel support and user experience (UX). NICE recently participated in the CONAREC exhibition (booth #20) and presented solutions that enable leading in 'the Experience Revolution' (News - Alert) via its three pillars - Analytics, Artificial Intelligence and Cloud. A key innovation shown for the first time in Latin America was NICE Employee Virtual Attendant or NEVA, the world's first virtual attendant, designed with the employee in mind. NEVA enables employees to execute the most complex requests efficiently thus increasing front and back-office process effectiveness, boosting sales delivery and enabling adherence to regulations while increasing morale. Jacques Meir, Executive Director of Knowledge of Grupo Padrão, responsible for CONAREC, highlighted "The CONAREC Award represents a vision in perspective of the quality of technologies, processes and methodologies that allow companies to improve their management of clients. It lets you know in detail how technologies and processes combine to ensure the best customer experience across different channels. NICE obtained its acknowledgments based on the evaluations of customers and users of its technologies. That relevance is absolute and unequivocal because it is based precisely on the characteristics and power that NICE solutions provide to the companies." Yaron Hertz, President, NICE Americas, said, "Analytics, Cloud and Artificial Intelligence solutions can work together to understand user behavior. The NICE Nexidia solution for analytics, for example, uses neural learning networks to perform sophisticated audio and text searches on all types of interactions such as calls, chats, e-mails, and surveys. By delivering a fully integrated view of interactions with customers, companies can take the right measures and deliver a personalized experience for each person, regardless of the channel. We are honored to receive the awards in two categories. The recognition reinforces our leadership in the market and our commitment to delivering customer experience. Recently, Forrester Research ranked NICE Nexidia as the leader in its Forrester (News - Alert) New Wave ™ report: AI-Fueled Speech Analytics Solutions, Q2 2018."
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