Carlson Rezidor Hotel Group Selects inContact Cloud Solutions to Power Customer Service Operations
Global hotel chain to leverage the flexibility of the inContact cloud platform to transform their customer
experience
inContact, a NICE company (Nasdaq:NICE), the leading provider of cloud contact center software and workforce optimization tools, today announced their selection by Carlson Rezidor Hotel Group to transition from their legacy contact center system to inContact’s scalable
Customer Interaction Cloud. Carlson Rezidor specifically sought out a cloud solution to accommodate their
growing customer base and meet their customer service goals. inContact cloud solutions provide Carlson Rezidor with a competitive
advantage through a cost-effective model for their complex telecommunications needs.
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“Customer service is a key differentiator which distinguishes brands in the hyper-competitive hospitality industry and enables
the best to rise above their competitors,” said Paul Jarman, inContact CEO. “Many travel and entertainment providers are choosing
the cloud to unify their operations, cost-effectively address their scalability requirements during peak travel seasons, and offer
more communication choices with their discerning and valued customers.”
Carlson Rezidor will provide their customers with an optimal guest experience through inContact’s tightly integrated Automatic Call Distributor and Interactive Voice Response system. This powerful omnichannel cloud platform ensures each customer interaction is
routed to the appropriate global location and most-skilled agent for the guest’s specified need. Additionally, Carlson Rezidor will
leverage inContact’s industry-leading Voice as a Service network connectivity to improve its customer service quality and reliability.
“Providing a seamless customer service experience is crucial as our customer base continues to grow,” said Brad Beakley, senior
vice president of Commercial Operations, Carlson Rezidor Hotel Group. “It was important for us to find a scalable cloud software
solution that delivers the best service possible to our valued guests, while capturing our contact center’s activity through
customizable dashboards with both real-time and historical analytics.”
In addition to inbound cloud contact center solutions, Carlson Rezidor chose inContact Workforce Optimization to improve agent efficiency and reduce overall contact center operation costs.
The complete solution includes inContact Quality Management, offering robust reporting options to track all activity within the customer
experience lifecycle.
Additional Information
About inContact, a NICE company
inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help
organizations achieve their customer experience goals. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum
and DMG, inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the
customer interaction cloud, an expert service model and the broadest partner ecosystem. inContact is a part of NICE (Nasdaq: NICE),
the worldwide leading provider of both cloud and on-premises enterprise software solutions, helping organizations of all sizes
deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 22,000 organizations in more than 150
countries, including over 80 of the Fortune 100 companies, are using NICE solutions. For more about NICE, visit www.nice.com. To learn more about inContact, visit www.incontact.com.
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. Jarman, are based on the current expectations of the
management of NICE Ltd. (the Company) only, and 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) and the resulting
uncertainties; 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; pressure on pricing resulting from competition; and
inability to maintain certain marketing and distribution arrangements. 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.
Media Contact:
inContact
Gavin Gustafson, +1-801-320-3323 (MT)
gavin.gustafson@incontact.com
or
Investors Contact:
NICE Ltd.
Marty Cohen, +1-917-545-1107 (ET)
ir@nice.com
Yisca Erez, +972-9-775-3798 (CET)
ir@nice.com
View source version on businesswire.com: http://www.businesswire.com/news/home/20161213005639/en/