Profile: Nice Ltd (NICE.O)
27 Jun 2016
NICE LTD., formerly NICE Systems LTD., incorporated on September 28, 1986, is a global enterprise software provider that helps in managing customer experience, business performance, compliance and financial crime. The Company operates in two areas: Customer Interactions Solutions, and Financial Crime and Compliance Solutions. The Company captures customer interactions and transactions across multiple channels and sources.
The Company's portfolio of solutions serves a range of organizations across the world, providing cross-channel data-driven insights. Its solutions serve contact centers, back office operations and retail branches, spanning multiple industries, including communications, banking, insurance, healthcare, business processes outsourcing (BPO), government, utilities, travel and entertainment. The Customer Interactions solutions include multi-channel recording and interaction management,, cross-channel, real-time interaction analytics, employee engagement, customer journey solutions and real-time decisioning and guidance. The 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, e-mails, videos, customer feedback, Web sessions, social media postings and walk-in centers. The cross-channel, real-time interaction analytics enables companies to uncover the valuable data and insights hidden in customer interactions. It uses advanced technology for analyzing speech, text, call flow, customer sentiment and employee desktop activity, in order to understand the root cause of service issues and to drive business results. The Employee Engagement enables organizations to manage agent productivity, identify performance gaps, deliver targeted coaching, and forecast workloads and schedule staff.
The Customer Journey Solutions enables organizations to analyze the entire customer journey across various transactions and events. The 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. Its solutions for compliance and risk include compliance recording, contact center fraud prevention, trading floor compliance solutions, essential compliance, communication surveillance, complaint management, and compliance and script adherence. Its solutions for operational efficiency include contact center recording, performance management, workforce management, quality management, interaction analytics, back office workforce optimization, real-time authentication, call volume optimization, real-time service optimization, interactive voice response (IVR) optimization and robotic automation. Its solutions for customer experience include Voice of the Customer (VoC), Real-time Customer Feedback, Customer Journey Optimization, Customer Satisfaction, Cost Management and Customer Churn. It also offers solutions for sales optimization, which include Incentive Compensation Management, Real-time Web Engagement and Sales Effectiveness. It offers NICE Inform for incident debriefing and investigation. NICE Inform assists public safety agencies and organizations across various industries to consolidate and chronologically manage multimedia incident information. It captures and processes event information from a range of media, such as audio, video, text, computer-aided dispatch systems, geographic information systems and others. The Company offers NICE Audio Recording and NICE Inform for public safety emergency response optimization. NICE Audio Recording addresses the needs of command-and-control centers and air traffic control operations.
Financial Crime and Compliance solutions
The Financial Crime and Compliance solutions (also known as NICE Actimize solutions) share a single core platform. It also offers analytics and tools, multi-channel transaction management, domain-specific analytics, and real-time decisioning and enforcement solutions. It offers Enterprise Risk Case Manager for enterprise risk management. The Enterprise Risk Case Manager enables firms to manage and mitigate organizational risk by providing a single view of risk across the business. It serves as a central platform for managing alerts, cases, investigations, link analysis, regulatory reporting, financial losses, oversight, across multiple lines of business, channels, products and regions. Its solutions also include Suspicious Activity Monitoring, Watch List Filtering, Customer Due Diligence, and CTR Processing and Automation for anti-money laundering. It offers card fraud, Remote Banking, Commercial Banking, Employee Fraud and Deposit Account Fraud solutions for fraud prevention. It offers Institutional Trade Surveillance, Retail Trade Surveillance, Employee Trade Surveillance and other solutions for financial markets compliance.
The Company competes with Aspect Technology, Genesys, Verint Systems, Oracle, BAE Systems, FICO and SAS Institute.
13 Zarchin Street, P.O.B. 690
Company Web Links
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