NICE (Nasdaq: NICE) today announced the results of a new research
study which found that 91% of respondents believe increasing contact
center compliance software investment should be considered a priority in
the next year. 83% of contact center professionals also said their
organization’s efforts towards customer privacy and private data safety
need to be improved.
NICE’s survey, which focused on identifying the challenges of IT and
Compliance professionals, brought to light that 97% of those surveyed
have at least one concern when it comes to their organization’s ability
to meet today’s compliance requirements. These concerns ranged from the
introduction of new regulations and growing threat of cyber-attacks to
the increasing complexity of internal systems. When asked to identify
the most important factor for improving contact center compliance, 88%
of respondents highlighted a need to improve proactivity and speed
through better mechanisms to detect violations (26%), better error
prevention (23%), improved visibility across different tools/systems
(21%) and quicker violation resolution (18%). The survey also found that
a quarter of the Contact Center IT staff’s time is being invested in
compliance-related activities
A key conclusion identified by the research was that dedicated
compliance solutions comprising analytics and automation
will help contact centers optimize resources while empowering employees
to ensure compliance and building trust among customers.
“Contact centers must protect the interests of their customers when it
comes to their personal data,” said Barry Cooper, President of
the Enterprise Group for NICE. “Ensuring compliance requires contact
centers to navigate a maze of regulations, standards and best practices,
which are becoming increasingly resource draining for IT and compliance
professionals. Businesses must leverage analytics, AI and automation to
adopt a proactive approach, uphold the trust of their customers and
simplify their employees’ day to day tasks.”
To download a copy of this research report which reflects the need and
challenges of IT and compliance professionals in the US and UK, please
click here.
About the Research
Conducted by market research firm Vanson
Bourne, the study reflects the challenges and priorities of 300 IT and
compliance professionals with knowledge/responsibility for their
organization’s contact center polled between January-March 2019. All
respondents were part of large Contact Centers (from 500 to 3000+
employees) in the US and in the UK, with a large proportion from the
banking, financials, and insurances sectors.
To download a copy of this research report which reflects the need and
challenges of IT and compliance professionals in the US and UK, please
click here.
About NICE
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.
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. 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.
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