Customizable metrics and increased automation capabilities allow even
the most complex organizations to comprehensively and easily manage CX
HOBOKEN, N.J.–(BUSINESS WIRE)–NICE (Nasdaq: NICE) today unveiled a new version of NICE
Satmetrix, the company’s cloud-based customer feedback management
solution. The latest release includes an innovative AI engine to swiftly
identify trending topics from customer feedback in real-time,
customizable in-product metrics tracking and reporting, and
multi-layered no-send rules to avoid survey fatigue and increase
“Companies understand today how important it is to use customer
experience to differentiate themselves from their competition. They
also recognize the need for incorporating customer feedback into every
touchpoint,” said Barry Cooper, President, NICE Enterprise Group.
“The latest NICE Satmetrix release changes the game by enabling
organizations to adopt a forward-looking approach to customer
experience. With this new version, companies can benefit from customized
analytics and KPIs and more easily manage a dynamic program to meet the
needs of their complex organization.”
Several features in the latest version of NICE Satmetrix improve on its
ability to deliver real-time insights on the customer experience:
It includes an innovative AI engine which quickly identifies the
topics that are becoming more important to customers and shares them
in real-time so they can be addressed before they impact relationships.
To elevate response rates and gain highly targeted insights, NICE
Satmetrix now offers rotation of randomized question sets in
conversational SMS surveys to keep surveys short while gathering
customer feedback on a wide range of topics.
By interacting with NICE Nexidia Interaction Analytics, the new
version also enables adaptive, personalized surveys that maintain
these high rates while delivering needed insights.
Sophisticated, multi-layered no-send rules included in this release
help avoid survey fatigue by providing controls to regulate time
between survey sharing.
The latest NICE Satmetrix release also gives organizations even greater
flexibility to set up programs perfectly suited to their business:
Companies can now customize CX metrics and report on them directly
from within this new version.
Follow-up status can also be customized with more complex steps for
enhanced granular reporting.
The latest version also includes an anonymous peer comparison feature
to evaluate progress between branches, contact centers or franchises,
driving competition while maintaining confidentiality about scores and
feedback on individuals.
The automated topic mapping that has long been part of the advanced
text analytics capabilities in NICE Satmetrix now also powers
configurable and adaptable workflow engines to drive faster automated
action, escalation and tracking of follow up.
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. Cooper, 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.
Marty Cohen, +1 551 256 5354, ET
Yisca Erez +972 9 775 3798, CET