NICE inContact DEVone Ecosystem Adds SpiceCSM to Provide Customer Engagement Hub
SpiceCSM Offers Application on CXexchange Marketplace to Enhance Agent Experience for NICE inContact Users
Salt Lake City – August 18, 2017 – NICE inContact (Nasdaq:NICE) today announced that SpiceCSM has joined the DEVone development program and has products available on CXexchange, the most extensive technology ecosystem currently available in the customer experience market. Products available on the CXexchange marketplace are designed to integrate with NICE inContact CXone™, the world’s #1 cloud customer experience platform. SpiceCSM enables customers to easily create a Customer Engagement Hub that further extends the CXone platform by integrating existing systems and data sources into a unified interface for agents with powerful automated and guided workflows.
NICE inContact CXone empowers organizations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations. To meet the needs of organizations of all sizes, CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence—all on an Open Cloud Foundation.
NICE inContact customers will benefit from SpiceCSM through its ability to further enhance the customer experience by:
- Integrating any system or data source that can contribute to the customer experience, leveraging the value of existing infrastructure.
- Providing a single interface for contact center resources to manage multiple customers, systems and communication channels.
- Allowing contact centers to realize maximum efficiency and quality by building workflows that can be completely automated or followed by contact center agents and customer alike, with no coding required.
Customers wanting to expand their customer experience capabilities, while removing expensive and time-consuming technology hurdles, turn to SpiceCSM for its broad applicability in contact center environments and very quick return on investment.
“SpiceCSM is excited about partnering with NICE inContact to enable customers to easily create a complete Unified Customer Engagement Hub that further extends the CXone platform," says Mike Ryan, CEO of SpiceCSM. "We make possible a modern, application-focused approach leveraging existing systems and data sources now available on CXexchange. This provides powerful, automated and guided workflows that are often built and refined by internal citizen architects and business users who immediately transform the enterprise."
Customers of both NICE inContact and SpiceCSM have realized tremendous value across many industries for use cases ranging from sales to healthcare benefits support, customer service, and business process outsourcing. Typical benefits seen include much lower handle times, higher employee retention, improved customer satisfaction, reduced training times, and higher quality in data capture and call documentation.
Paul Jarman, CEO, inContact:
“Contact center operations vary so vastly company to company and CXone customers can leverage our Open Cloud Foundation to customize the system for their contact center operations. The platform includes DEVone with extensive developer resources and CXexchange with the most extensive ecosystem of any cloud provider. We welcome SpiceCSM as part of the CXexchange marketplace.”
DEVone offers partners broad tools and resources to enable them to create new applications on CXone including extensive documentation and support, and access to an online developer community. Companies interested in how SpiceCSM works with CXone can visit CXexchange to view the application, see a demo and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their CXone-based applications.
About NICE inContact
NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
NICE 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 NICE inContact CXone cloud, an expert service model and the broadest partner ecosystem. www.incontact.com
SpiceCSM is the leading platform for creating a digital ecosystem that connects disparate systems, people, and processes, and orchestrates interactions to greatly enhance the user experience and better leverage existing infrastructure. Combining a powerful integration platform, robust business rules and work-flow engines, intelligent robotic process automation, and a unified interface with dashboard and analytics, SpiceCSM allows organizations unparalleled capabilities to innovate and transform their business operations without expensive, time consuming rip and replace initiatives. To learn more about SpiceCSM, visit www.spicecsm.com.
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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.