NICE Ltd. provides enterprise software solutions that enable organizations to improve customer experience, drive business performance, ensure compliance and fight financial crime. The company operates in two domains, which include Customer Interactions and Financial Crime and Compliance. Solutions Customer Interactions Solutions’ Core Capabilities Multi-channel recording and interaction management enables organizations to capture structured and unstructured customer interaction and transaction data from multiple channels, including phone calls, chats, emails, videos, customer feedback, Web sessions, social media postings, and walk-in centers. Cross-channel interaction analytics enables companies to uncover the data and insights hidden in customer interactions. It uses advanced technology for analyzing speech, text, call flow, customer sentiment and employee desktop activity, to understand the root cause of service issues and to drive business results. Employee Engagement enables organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and forecast workloads and schedule staff. It fosters performance-driven operations and culture, leverages the power of advanced analytics, and embeds the voice of the customer into daily operations to engage employees. Customer Journey Solutions enables organizations to analyze the entire customer journey across various transactions and events. These solutions allow its customers to have a view of customer intents and actions throughout their journey with the organization. These solutions leverage Big Data infrastructure and predictive analytics models to identify and sequence individual customer interactions across time and touch points. With this analysis, organizations could understand the context of each contact, uncover patterns, predict needs and personalize interactions in real time. Real-time Decisioning and Guidance is a real-time decisioning engine, which draws on business rules and predictive models to process insights derived from analytics that are applied as an interaction is taking place. This combination enables organizations to make the right decision during individual interactions and across various interactions, which in turn drives future next-best-action guidance through process automation. Compliance and Risk Compliance Recording: Proactively captures and retains all customer interactions across multiple touch points to help ensure compliance with government regulations, such as the Dodd-Frank Wall Street Reform and Consumer Protection Act (Dodd-Frank Act), Security Exchange Commission Rule 17a-4 (SEC 17a-4), the Health Insurance Portability and Accountability Act (HIPAA), the Sarbanes–Oxley Act (SOX), the Payment Card Industry Data Security Standard (PCI-DSS), the Financial Services Authority (FSA) and Medicare Improvements for Patients and Providers Act (MIPPA), as well as with internal policies. Compliance Recording is also an invaluable tool to resolve disputes, perform investigations and verify sales, as well as provide redundancy and disaster recovery capabilities to meet business continuity requirements. Contact Center Fraud Prevention: Identifies fraudsters by their voice patterns, uncovers social engineering tactics and assesses call risk, as well as guiding agents to appropriately handle high-risk interactions, and open and manage an investigation ticket. Trading Floor Compliance Solutions: Enable organizations to capture, monitor and analyze interactions and transactions in real time, to proactively minimize risks, detect potential regulatory breaches, counter fraudulent activities, and improve investigative capabilities. These solutions deliver comprehensive, integrated capabilities to manage the complex, ongoing, high-risk exchange of interactions and transactions between traders, firms, and their counterparties. Essential Compliance: Enables trading floors to record and store transactions and interactions in any media, as well as manage and access archived material on demand. Essential Compliance helps financial and energy trading firms ensure compliance with the strict recor
nice ltd (NICE:Tel Aviv Stock Exchange)
22 Zarhin Street
P.O. Box 690
Phone: 972 9 775 3777
Fax: 972 9 775 3222www.nice.com
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