SALT LAKE CITY and SAN FRANCISCO – November 8, 2017 – NICE inContact (Nasdaq:NICE) today announced the availability of NICE inContact CXoneTM Agent on the Salesforce AppExchange, empowering businesses to connect with their customers, partners and employees in entirely new ways. With comprehensive contact centre controls, contact and customer information displayed on a single, unified screen, agents are empowered to quickly personalise customer interactions, regardless of channel from inbound or outbound voice calls and voicemail, to email, chat, work items and social media interactions.
The latest version of NICE inContact CXone Agent brings together NICE inContact CXone Omnichannel Routing with CXone Agent to create a better customer and agent experience. The application is part of the NICE inContact CXone platform that empowers organisations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations. To meet the needs of organisations of all sizes, CXone combines Omnichannel Routing, Workforce Optimisation, Analytics, Automation and Artificial Intelligence (AI)—all on an Open Cloud Foundation.
"By achieving Salesforce Platinum ISV Partner status, customers can be assured they are getting a unified app for contact centres that works easily as part of the agent desktop," said Paul Jarman, CEO, NICE inContact. "Our powerful omnichannel routing with skills-based routing, matches customer information with Salesforce data so that customers can get their needs answered quickly with a knowledgeable agent who has the customer information ready to go on one desktop when they get the call, email, chat or work item."
NICE inContact Agent Key Features
NICE inContact CXone Agent enables contact centre agents to handle omnichannel interactions in a consolidated interface, while skills-based routing ensures customers are directed to the best-qualified agent to handle their request regardless of channel. Built on the Salesforce Platform and integrated with Salesforce Service Cloud and Salesforce Sales Cloud, NICE inContact CXone Agent is available now on the AppExchange.
AppExchange Salesforce AppExchange, the world's leading enterprise cloud marketplace, empowers companies to sell, service, market and engage in entirely new ways. With more than 4,000 solutions, 5 million customer installs and 70,000 peer reviews, it is the most comprehensive source of cloud, mobile, social, IoT, analytics and artificial intelligence technologies for businesses.
About NICE inContact
NICE inContact is the cloud contact centre software leader, with the world's No. 1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Workforce Optimisation, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact's solution empowers organisations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact's DEVone developer program is the industry's largest partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. www.incontact.com
NICE inContact is recognized as a market leader by IDC, Frost & Sullivan, Ovum and DMG, and is part of NICE (Nasdaq:NICE), the leading provider of cloud and on-premises enterprise software, serving customers in more than 25,000 organisations and 150 countries, including over 85 of the Fortune 100 companies. www.nice.com. Corporate Media Contact Cheryl Andrus, +1 801 320 3646, firstname.lastname@example.org InvestorsMarty Cohen, +1 551 256 5354, email@example.com, ET Yisca Erez +972 9 775 3798, firstname.lastname@example.org, CET
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. Jarman, 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.
Email fraud is nothing new, but online criminals have become ever more-effective at spoofing their identities to trick employees into sending them money. The Australian Centre for Cyber Security (ACSC) recorded losses of over $20M to business email compromise (BEC) attacks last year alone, up 230 percent over the previous year – and the full amount is certain to be much larger.
Cybersecurity Insights - Attack
No matter how robust your security, or how diligent your employees, network credentials are a free pass for cybercriminals. This is mostly because employees are relied upon for their own password management. And with more than 4.8 billion sets of stolen credentials said to be available online, odds are that at least a few of your employees’ user IDs and passwords are just waiting to be used by unscrupulous outsiders. Are you ready to stop them?
Cybersecurity Insights - People
Cyber resilience will be particularly important as Australian organisations face increased pressure to quickly detect, respond to, and manage the repercussions of breaches in the wake of 2018’s Notifiable Data Breaches (NDB) scheme.