Prominent Health Solutions Company Transforms Customer Experiences by Moving to inContact Customer
Interaction Cloud
Organization dedicated to revolutionizing healthcare selects inContact to improve contact center
efficiencies and attain customer service flexibility
inContact, Inc., a NICE company (Nasdaq:NICE), the leading provider of cloud contact center software and workforce optimization tools, today announced that an innovative health solutions company is migrating 800
contact center agents to inContact Customer Interaction Cloud. The company – which specializes in delivering solutions that make
quality health care more available, affordable and personally relevant for everyone – will use inContact cloud software to increase
agent efficiency and customer satisfaction.
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The company is replacing its outdated and inflexible on-premises call center product due to limitations in reporting
capabilities and an inability to operate at maximum capacity due to its instability issues. inContact omnichannel routing, through
the seamlessly integrated Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) offers the organization a flexible
solution that is able to scale with current and future business needs. Industry-leading Voice as a Service network connectivity from inContact will improve the company’s customer service quality and reliability to
ensure no connectivity or latency issues through its crucial voice channel. inContact cloud solutions are able to unify all contact
center resources onto one secure platform and scale operations up and down to meet demand while enhancing experiences for customers
and agents.
“It’s critical for healthcare organizations to have a solution in place that is scalable and easy to use while also complying
with industry regulations,” noted Paul Jarman, inContact CEO. “As a company delivering several different solutions in the health
care ecosystem, its contact center technology must be secure, intuitive and agile to meet fluctuating customer demands, while
consistently deliver positive customer experiences throughout the organization.”
In addition to the inContact core cloud platform, the health solutions company will implement inView™, a suite of management tools developed to drive agent engagement and empowerment with real-time
visibility and gamification. Using inView™, the company can aggregate data from multiple sources for intelligence routing,
including inContact ACD and IVR and integrated Customer Relationship Management tools. Additionally, it will leverage inContact Quality Management module to provide quality assurance and management staff with a clear way to
evaluate employee performance, ensure adherence to corporate procedures and maximize staff productivity.
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.
inContact
Media Contact:
Gavin Gustafson, +1-801-320-3323 (MT)
gavin.gustafson@incontact.com
or
Investors Contact:
Marty Cohen, +1-917-545-1107 (ET)
ir@nice.com
or
NICE Ltd.
Yisca Erez, +972-9-775-3798 (CET)
ir@nice.com
View source version on businesswire.com: http://www.businesswire.com/news/home/20161221005294/en/