NICE Named Leader in Journey Orchestration by Top Analyst Firm

NICE CXone Recognized as a Leader, Scored on 27 Criteria and Recognized for Its Strengths in Workflow Automation with Built-in Agent Workflows and Supervisor Alerts

NICE (Nasdaq: NICE) today announced that it has been recognized as a Leader by Forrester Research in “The Forrester Wave™: Journey Orchestration Platforms, Q2 2022” report. Scores in the Strategy category for User Search and Partner Ecosystem criteria.

The Forrester report noted that “NICE’s customer experience interactions platform, CXone, combines structured data (IVR, CRM, customer profile data and voice of the customer [VoC]) and unstructured data (agent notes, text, and voice) at the journey, topic, and business process levels to guide end-to-end journey improvement. It continues to invest in connecting data and analyzing journey behavior, resulting in a roadmap that includes deeper integrations with CRM and collaboration tools and improvements to the chatbot experience and agent. Over the past two years, NICE has acquired and integrated a number of digital engagement capabilities. »

Paul Jarman, CEO, NICE CXone, said, “To meet the rapidly changing needs of digital consumers, organizations must have full transparency throughout the journey. We believe this report reflects our customers’ evolving view by highlighting the importance of ‘AI in today’s experience center, reinforcing our strategy around and commitment to CXi, which provides a direct connection between our AI-powered customer engagement analytics solutions and the improving customer journeys, experiences and loyalty.

NICE Customer Engagement Analytics enables organizations to capture and analyze all customer lifecycle interactions, transactions and events to get a complete view of the customer journey, connecting and transforming disparate customer interactions into a single, consolidated journey . With a holistic view of the end-to-end customer journey, marketers and CX managers can uncover cross-channel inefficiencies and optimize business processes from the customer’s perspective. Powered by state-of-the-art AI, it identifies individual customers and sequences their interactions over time and touchpoints to understand the context of each contact, uncover patterns, predict needs, and personalize interactions in real time.

About NICE

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the world to create extraordinary customer experiences while meeting key business metrics. With CXone, the world’s #1 cloud-native customer experience platform, NICE is a global leader in self-service and AI-powered agent-assisted CX software for the contact center – and beyond. More than 25,000 organizations in more than 150 countries, including more than 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.

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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 statements by Mr. Jarman are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the society “). In some cases, these forward-looking statements may be identified by words such as “believe”, “expect”, “seek”, “may”, “will”, “intend”, “should”, “plan”, “anticipate”. ”, “plan”, “estimate” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the Company’s actual results or performance to differ materially from those described herein, including, but not limited to, impact of changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; the successful execution of the Company’s growth strategy; the success and growth of the Company’s Cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company’s products; failure to develop and introduce new technologies, products and applications on a timely basis; 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 agreements; the Company’s dependence on third-party cloud computing platform providers, hosting facilities and service partners; cybersecurity attacks or other security breaches against the Company; the effect of newly enacted or amended laws, regulations or standards on the Company and our products; and various other factors and uncertainties discussed in our filings with the United States Securities and Exchange Commission (the “SEC”). For a more detailed description of the risk factors and uncertainties affecting the Company, see the Company’s reports filed from time to time with the SEC, 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.

Laura J. Boyer