Press release

NICE Unveils Quality Central Insight, Using the Power of Speech Analytics and Automation to Create the New Standard in Quality Management

Sponsored by Businesswire

NICE (Nasdaq: NICE) today introduced NICE
Quality Central Insight
, its latest innovation to contact center
quality management. NICE Quality Central Insight leverages interaction
analytics and replaces manual evaluations with automation to allow
evaluation of 100% of interactions. By holistically evaluating quality
across all channels, using the new solution, contact centers can
discover issues impacting their KPIs and benefit from targeted
evaluations and suggestions to address them. NICE Quality Central
Insight is available in the cloud and on-premise.

Based on innovative speech analytics technology, NICE Quality Central
Insight leverages both spoken and written words and phrases from the
actual interaction as well as information about the customer to drive a
complete cross channel evaluation of interaction quality. The new
offering also quickly identifies issues affecting key performance
metrics and delivers targeted evaluations and coaching to enable contact
centers to act rapidly.

Traditional quality programs typically evaluate a small random sampling
of inbound interactions and therefore miss key insights. Unique to the
market is NICE Quality Central Insight’s ability to monitor 100% of
customer interactions for quality from any data and recording source,
unifying all quality assurance processes in a single application. This
provides complete visibility into customer interactions, which are
monitored with advanced speech technology from NICE Nexidia. The
solution uses pre-configured speech categories or easy to use
customizable queries to automatically identify interactions that affect
a contact center’s performance metric, helping to rapidly deliver
coaching to agents when needed most. Agents can then be rewarded or
provided feedback accordingly, driving desired agent behaviors.

NICE Nexidia’s innovative speech analytics technology also enables
end-to-end automation and achieves consistency in the evaluation process
with AutoEvaluate. This time-saving feature leverages spoken words and
phrases to automatically answer questions and insert scores on
evaluation forms. Auto-scoring of specific behaviors such as account
verification, across all customer interactions, can also appear directly
on the Quality Central Insight dashboard as a KPI metric, providing
agents and supervisors valuable and actionable feedback in a clear,
coherent format. For more information, please
click here

Barry Cooper, President, NICE Enterprise Product Group said, “Contact
centers are challenged to monitor and deliver consistent, superior
quality of service over the myriad of channels that customers demand.
Furthermore, manual quality management processes hinder program
effectiveness. NICE Quality Central Insight allows contact centers to
take a holistic approach and reinvent their quality assurance programs
to drive greater efficiency and offer exceptional customer service,
giving them a clear competitive advantage.”

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.

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:

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.