0001178913-21-001259.txt : 20210402 0001178913-21-001259.hdr.sgml : 20210402 20210402060111 ACCESSION NUMBER: 0001178913-21-001259 CONFORMED SUBMISSION TYPE: 6-K PUBLIC DOCUMENT COUNT: 10 CONFORMED PERIOD OF REPORT: 20210402 FILED AS OF DATE: 20210402 DATE AS OF CHANGE: 20210402 FILER: COMPANY DATA: COMPANY CONFORMED NAME: NICE Ltd. CENTRAL INDEX KEY: 0001003935 STANDARD INDUSTRIAL CLASSIFICATION: SERVICES-PREPACKAGED SOFTWARE [7372] IRS NUMBER: 000000000 FISCAL YEAR END: 1231 FILING VALUES: FORM TYPE: 6-K SEC ACT: 1934 Act SEC FILE NUMBER: 000-27466 FILM NUMBER: 21800468 BUSINESS ADDRESS: STREET 1: 13 ZARCHIN STREET STREET 2: P.O.B. 690 CITY: RA'ANANA STATE: L3 ZIP: 43107 BUSINESS PHONE: 972-9-775-3777 MAIL ADDRESS: STREET 1: 13 ZARCHIN STREET STREET 2: P.O.B. 690 CITY: RA'ANANA STATE: L3 ZIP: 43107 FORMER COMPANY: FORMER CONFORMED NAME: NICE SYSTEMS LTD DATE OF NAME CHANGE: 19951122 6-K 1 zk2125840.htm 6-K

SECURITIES AND EXCHANGE COMMISSION

WASHINGTON, D.C. 20549

FORM 6-K

REPORT OF FOREIGN PRIVATE ISSUER

PURSUANT TO RULE 13A-16 OR 15D-16 OF

THE SECURITIES EXCHANGE ACT OF 1934

For the month of March 2021 (Report No. 1)

Commission File Number: 0-27466

NICE LTD.

(Translation of Registrant's Name into English)

13 Zarchin Street, P.O. Box 690, Ra'anana, Israel

(Address of Principal Executive Offices)

Indicate by check mark whether the registrant files or will file annual reports under cover of Form 20-F or Form 40-F.

Form 20-F ☒ Form 40-F ☐

Indicate by check mark if the registrant is submitting the Form 6-K in paper as permitted by Regulation S-T Rule 101(b)(1): ____

Indicate by check mark if the registrant is submitting the Form 6-K in paper as permitted by Regulation S-T Rule 101(b)(7): ____

CONTENTS

This Report on Form 6-K of NICE consists of the following documents, which are attached hereto and incorporated by reference herein:

99.1 NICE Actimize and Finastra Announce Partnership to Provide Xceed Cloud-Native Platform to Finastra’s Customers, Dated March 4, 2021.

99.2 NICE inContact CXone Adds First-of-its-Kind AI to Drive Higher CSAT and Lower Service Cost, Dated March 9, 2021.

99.3 Sunrise Communications Selects NICE to Boost Workforce Agility and Engagement Across Operations in Four Countries, Dated March 10, 2021.

99.4 NICE inContact Helps Companies Apply Smarter AI to Improve Self-Service Experiences, Lower Operating Costs, Dated March 11, 2021.

99.5 NICE Wins ‘ASTORS’ Awards for Best Investigation and 911 Incident Solutions Accelerating Digital Transformation for Evidence Management, Dated March 15, 2021.

99.6 NICE Robotic Process Automation Recognized as a Leader by Leading Analyst Firm, Dated March 16, 2021.

99.7 NICE Powers Agile Customer and Employee Experience Excellence for BT, Dated March 17, 2021.

99.8 NICE Infuses NEVA Desktop Guidance with Real-Time Behavioral Insights from Enlighten AI, Dated March 18, 2021.

99.9 Shaw Industries Automates Sales Compensation and Boosts Operational Efficiency with NICE Sales Performance Management, Dated March 24, 2021.

SIGNATURES

Pursuant to the requirements of the Securities Exchange Act of 1934, the Registrant has duly caused this Report to be signed on its behalf by the undersigned, thereunto duly authorized.

	NICE LTD.

	Name:	/s/ Tali Mirsky
	Title:	Corporate VP, General Counsel and Corporate Secretary

	Dated:	April 2, 2021

EXHIBIT INDEX

This Report on Form 6-K of NICE consists of the following documents, which are attached hereto and incorporated by reference herein:

99.1 NICE Actimize and Finastra Announce Partnership to Provide Xceed Cloud-Native Platform to Finastra’s Customers, Dated March 4, 2021.

99.2 NICE inContact CXone Adds First-of-its-Kind AI to Drive Higher CSAT and Lower Service Cost, Dated March 9, 2021.

99.3 Sunrise Communications Selects NICE to Boost Workforce Agility and Engagement Across Operations in Four Countries, Dated March 10, 2021.

99.4 NICE inContact Helps Companies Apply Smarter AI to Improve Self-Service Experiences, Lower Operating Costs, Dated March 11, 2021.

99.5 NICE Wins ‘ASTORS’ Awards for Best Investigation and 911 Incident Solutions Accelerating Digital Transformation for Evidence Management, Dated March 15, 2021.

99.6 NICE Robotic Process Automation Recognized as a Leader by Leading Analyst Firm, Dated March 16, 2021.

99.7 NICE Powers Agile Customer and Employee Experience Excellence for BT, Dated March 17, 2021.

99.8 NICE Infuses NEVA Desktop Guidance with Real-Time Behavioral Insights from Enlighten AI, Dated March 18, 2021.

99.9 Shaw Industries Automates Sales Compensation and Boosts Operational Efficiency with NICE Sales Performance Management, Dated March 24, 2021.

EX-99.1 2 exhibit_99-1.htm EXHIBIT 99.1

Exhibit 99.1

NICE Actimize and Finastra Announce Partnership to Provide Xceed Cloud-Native

Platform to Finastra’s Customers

With “Always On” AI-based technology, NICE Actimize’s Xceed platform simplifies cloud deployments

and optimizes operational resources

Hoboken, NJ, March 4, 2021 – NICE Actimize, a NICE (Nasdaq: NICE) business, and the industry leader in financial crime and compliance solutions, today announced a partnership with Finastra, one of the world’s largest providers of financial technology solutions. The partnership will deliver NICE Actimize’s industry-leading Xceed cloud-native financial crime platform, which brings unmatched AI and cloud technologies to financial services organizations of any size, to Finastra’s customer base, via its FusionFabric.cloud open innovation platform.

NICE Actimize’s Xceed platform delivers best-in-class AML and fraud solutions, offering complete financial crime and compliance on a single platform. With “Always On” AI-based technology, the Xceed platform offers the industry’s most advanced real-time behavioral analytics and machine learning capabilities. This results in simplified cloud deployments and optimized operational resource efficiency that particularly benefit mid-market financial services organizations.

NICE Actimize Xceed’s self-learning capabilities immediately and autonomously adapt to new threats, helping financial institutions meet today’s dynamic risk management needs with laser accuracy, speed and simplicity, and without the need for a team of data scientists.

Vincent Pugliese, SVP and General Manager, Platform at Finastra said, “We look forward to adding NICE Actimize’s advanced cloud-native integrated financial crime platform to our FusionFabric.cloud ecosystem. Together, we are leading the way in which applications are written, deployed and consumed in financial services to evolve with the changing needs of our clients – who face mounting pressure to deliver increased innovation, agility and ROI. We are excited about our partnership and believe that through the combination of our cloud-based technologies we will help our clients to deliver upon these objectives.”

“We are pleased to partner with Finastra, creating a unique combination of proven expertise with best-in-class innovation leveraging both Artificial Intelligence and the cloud, while further presenting a major opportunity to support financial services organizations of all sizes, particularly targeting the needs of mid-markets FSOs,” said Craig Costigan, CEO, NICE Actimize.

Among other benefits for Finastra’s customers, NICE Actimize’s Xceed performs behavioral analytics across all digital payment channels and gathers insights into an omnichannel view. Fraud and AML analysts are able to leverage the most comprehensive view of fraud and AML risk through Xceed’s unified case management system. Analysts can also efficiently investigate financial crime activity and perform regulatory filings – all in one interface.

About Finastra

Finastra is building an open platform that accelerates collaboration and innovation in financial services, creating better experiences for people, businesses and communities. Supported by the broadest and deepest portfolio of financial services software, Finastra delivers this vitally important technology to financial institutions of all sizes across the globe, including 90 of the world’s top 100 banks. Our open architecture approach brings together a number of partners and innovators. Together we are leading the way in which applications are written, deployed and consumed in financial services to evolve with the changing needs of customers. Learn more at finastra.com.

About NICE Actimize

NICE Actimize is the largest and broadest provider of financial crime, risk and compliance solutions for regional and global financial institutions, as well as government regulators. Consistently ranked as number one in the space, NICE Actimize experts apply innovative technology to protect institutions and safeguard consumers and investors assets by identifying financial crime, preventing fraud and providing regulatory compliance. The company provides real-time, cross-channel fraud prevention, anti-money laundering detection, and trading surveillance solutions that address such concerns as payment fraud, cybercrime, sanctions monitoring, market abuse, customer due diligence and insider trading. Find us at www.niceactimize.com, @NICE_Actimize or Nasdaq: NICE.

About NICE

NICE (Nasdaq: NICE) is the world’s 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.

Corporate Media Contact:

Cindy Morgan-Olson, +1-646-408-5896, NICE Actimize, cindy.morgan-olson@niceactimize.com

Investors:

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

Yisca Erez, +972-9-775-3798, ir@nice.com, 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. Costigan, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; 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; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 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.

EX-99.2 3 exhibit_99-2.htm EXHIBIT 99.2

Exhibit 99.2

NICE inContact CXone Adds First-of-its-Kind AI to Drive Higher CSAT and Lower Service Cost

Spring 2021 release features real-time agent guidance, no-code self-service bots and journey optimization

SALT LAKE CITY, March 9, 2021 – NICE inContact, a NICE business (Nasdaq: NICE), today announced the Spring 2021 release of CXone, which adds first-of-its-kind artificial intelligence (AI) innovations with Real-Time Interaction Guidance for agents, expands self-service capabilities, extends its digital-first reach, and empowers highly effective work-from-anywhere teams.

With the Spring 2021 product release, organizations can now leverage industry-first NICE Enlighten AI models to guide agents at the point-of-service, boosting customer satisfaction in real-time. In addition, CXone is enabling organizations to add custom apps as digital channels and is offering a new “no-code” integration framework to “bring your own” virtual agents from Google and others. Also, with this release, new features in CXone Workforce Engagement provide agents with anytime, anywhere mobile scheduling and streamline coaching efforts.

“By focusing on building in agility through four key pillars – AI, digital engagement, self-service, and agent empowerment – CXone is setting the standard for delivering the latest innovations that build customer relationships that last,” said Paul Jarman, NICE InContact CEO.

Enhancing customer experience with AI-driven agent assistance guidance

•

NICE inContact CXone Real-Time Interaction Guidance uses NICE Enlighten AI to advise agents at point-of-service on critical behaviors statistically-proven to boost customer satisfaction. It elevates performance of hard-to-train soft-skills like active listening by using Enlighten, the first comprehensive AI framework for customer engagement with out-of-the-box, CX-specific models pre-trained on billions of real-life consumer interactions. Unlike traditional ‘after-the-fact’ coaching, CXone Real-Time Interaction Guidance instantly scores agent behaviors that influence customer sentiment and guides agents on the most impactful soft-skill actions.

Increasing self-service adoption with no-code bot integration and journey analytics

•

CXone Virtual Agent Hub enables simple integration of pre-built third-party AI chatbots and voice bots, like Google Dialogflow, as an embedded part of the customer journey. CXone’s unified platform provides flexibility and control to dynamically blend AI bots into interaction flows, including seamless transfer to agents.

•

Organizations can increase containment and reduce customer effort with CXone Self-Service Analytics using key Interactive Voice Response (IVR) insights to identify patterns that impact call containment, such as call drop-offs and frequent agent transfers so contact center leaders can quickly uncover issues and make improvements.

Enabling custom digital channels, monitored in real-time

•

Now, contact centers can use an open application programming interface (API) to implement custom channels, such as their mobile app, to appear just like a native digital channel within CXone. This new “bring your own channel” option extends digital reach, making it easy for businesses to add virtually any digital channel to their contact center to connect with customers in the way they prefer.

•

New omnichannel and digital capabilities for Salesforce make one of the most comprehensive integrations in the market even stronger. Contact centers can now connect with their customers through more CXone-powered digital channels inside Salesforce including WhatsApp, Instagram, Facebook Messenger, and Twitter. These enhancements are in addition to CXone’s existing embedded Workforce Engagement capabilities and advanced routing with true omnichannel digital to voice elevation.

•	Real-time monitoring for digital channels gives supervisors a complete view of digital and voice channels as if they were standing right behind them, providing better coaching and feedback opportunities for both remote and in-office agents.

Scheduling automation boosts efficiency and ensures agent satisfaction

•	The new CXone Engagement Manager mobile application improves staffing visibility and flexibility by providing agents with instant access to view schedules, trade shifts and get proactive schedule change notifications.

•	A new cross-platform feature monitors workforce management forecasts and automatically identifies and schedules agents for coaching sessions as part of the quality management process. This increases supervisor efficiency by eliminating manual scheduling and drives agent and coach accountability.

About NICE inContact

NICE inContact works with organizations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXone^TM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Engagement, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global experience can help you transform every experience and customer relationship for lasting results. NICE inContact is recognized as a market leader by the leading industry analyst firms. www.niceincontact.com

Corporate Media Contact

Cheryl Andrus, +1 801 320 3646, cheryl.andrus@niceincontact.com, ET

Investors

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

Yisca Erez +972 9 775 3798, ir@nice.com, CET

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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; 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; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 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.

EX-99.3 4 exhibit_99-3.htm EXHIBIT 99.3

Exhibit 99.3

Sunrise Communications Selects NICE to Boost Workforce Agility and

Engagement Across Operations in Four Countries

NICE Workforce Management and Employee Engagement Manager solutions provide Sunrise with real-time

staffing visibility and AI-driven forecasting to efficiently enable complete workforce agility

Hoboken, N.J., March 10, 2021 – NICE (Nasdaq: NICE) today announced that Sunrise Communications has selected its Workforce Management (WFM) and Employee Engagement Manager (EEM) solutions to centralize planning and boost workforce engagement across operations. NICE's solutions will enable Sunrise to increase ongoing efficiency by providing real-time staffing and skills visibility as well as accurately forecasting future workforce needs, ensuring customer service at the highest level in any business dynamic. This will allow Sunrise to optimally leverage employee competencies across multiple channels while enabling scheduling flexibility, thus improving employee and customer experiences.

Anthony Maycroft, Planning and Analytics Customer Services, Sunrise Communications, said, "Customer service quality and employee wellbeing are of utmost importance to us. Centrally balancing having the right staff with the right skills at the right times in contact centers across geographies is critical. We believe NICE fulfills these needs, giving us holistic, real-time workforce visibility to precisely predict demand so that we can deliver excellent experiences while ensuring employee engagement."

With headquarters in Switzerland and operations across Europe, Sunrise Communications chose NICE for its reliability and planning accuracy across a multi-skilled workforce to help drive performance and efficiency across their in-house and outsourced operations. The ability to allow self-scheduling of shifts and channels through a mobile app was also key and will enable Sunrise to provide employees flexibility and boost engagement. NICE's precision forecasting capabilities also empower the operator to be agile in meeting fluctuating demands and planning staffing accordingly. The operator will tap into the power of NICE's AI-driven forecasting to take planning to the next level.

John O’Hara, President, NICE EMEA, said, "Successful organizations consistently seek opportunities to out-innovate and deliver extraordinary customer experiences. We believe our WFM and EEM solutions will help Sunrise Communications agilely adapt to any reality and take customer and employee experiences to new heights of excellence."

About NICE

Corporate Media Contact

Christopher Irwin-Dudek, +1 201-561-4442, chris.irwin-dudek@nice.com, ET

Investors

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

Yisca Erez +972 9 775 3798, ir@nice.com, CET

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. O'Hara, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; 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; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 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.

EX-99.4 5 exhibit_99-4.htm EXHIBIT 99.4

Exhibit 99.4

NICE inContact Helps Companies Apply Smarter AI to Improve Self-Service

Experiences, Lower Operating Costs

8 in 10 consumers strongly prefer to do business with companies that offer integrated self-service

options according to NICE inContact annual benchmark

SALT LAKE CITY, March 11, 2021 – NICE inContact (Nasdaq: NICE) today announced a new education series and resources to help companies apply self-service best practices using smarter artificial intelligence (AI) technology to meet consumer demand for faster, convenient experiences. New research, best-practice guides and a series of virtual events bring together the latest research and expertise from NICE inContact and industry leaders to uncover ways to improve customer satisfaction and lower the cost to serve with the right blend of smarter self-service and agent-assist options across the customer journey.

According to the 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, Consumer Wave, 8 in 10 consumers are more willing to do business with companies that offer self-service options, yet only 61 percent agree that companies are offering easy, convenient self-service. When rating self-service channels, only one-third of consumers are highly satisfied. This annual study surveyed more than 2,500 consumers across the United States, Canada, the United Kingdom and Australia, and identified opportunities for companies to improve the self-service experience. Deployment of AI and chatbots continues to experience significant growth, with 67 percent of consumers using AI for customer service – up from 46 percent in 2019.

“The sheer amount of transformation experienced by contact centers in the last year is unprecedented,” said Paul Jarman, NICE inContact CEO. “From the varied deployment of chatbots and AI to the shift towards self-service channels – successful customer experience is truly a journey, not a destination. The modern digital experience is fueled by technological advancements in areas like AI. Contact centers must innovate faster than ever to keep pace with customer expectations and harness rapid advances in AI, such as our NICE Enlighten AI – the industry’s first and only purpose-built AI that’s pre-trained to understand the intricacies of customer engagement. More and more organizations are moving from legacy on-premises technology and adopting contact center as a service (CCaaS), which provides future-proof access to the latest conversational self-service and behavioral-based real-time agent coaching innovations.”

NICE inContact presents the 2021 “Putting AI to Work in the Contact Center” virtual event series, live and on-demand:

•	March 11, 2021 and on-demand: Demystifying AI to Boost Customer Experience, presented by Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Chris Bauserman, VP of Product Marketing, NICE inContact

•	April 6, 2021: Sometimes your customers want to help themselves – let them!, with popular speaker and author Shep Hyken, CSP, CPAE, Chief Amazement Officer at Shepard Presentations

Additional educational resources to guide planning and investment in customer service AI:

•	Effortless Service, Happier Customers eBook with ways to accelerate full resolution via smarter self-service.

•	AI Readiness Assessment based on research commissioned by NICE inContact conducted by Forrester Consulting.

•	AI-Infused Contact Centers Optimize Customer Experience, a Forrester Consulting Thought Leadership Paper commissioned by NICE inContact.

•	Conversational AI: Use Cases in Customer Care video that highlights the benefits of this technology and the trends driving it.

•	Top Tips for Building the Best Chatbot eBook, includes eight insightful tips to get started in the chatbot revolution.

About NICE inContact

NICE inContact works with organizations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXone^TM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global experience can help you transform every experience and customer relationship for lasting results. NICE inContact is recognized as a market leader by the leading industry analyst firms. www.niceincontact.com

Corporate Media Contact

Cheryl Andrus, +1 801 320 3646, cheryl.andrus@niceincontact.com

Investors

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

Yisca Erez +972 9 775 3798, ir@nice.com, CET

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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; 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; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 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.

EX-99.5 6 exhibit_99-5.htm EXHIBIT 99.5

Exhibit 99.5

NICE Wins ‘ASTORS’ Awards for Best Investigation and 911 Incident Solutions

Accelerating Digital Transformation for Evidence Management

NICE solutions are recognized for fifth consecutive year for helping agencies accelerate the

digital transformation in incident response and investigations

Hoboken, N.J., March 15, 2021 – NICE (Nasdaq: NICE) today announced that it has won two ‘ASTORS’ Awards for NICE Inform and NICE Investigate. Sponsored by American Security Today, the ‘ASTORS’ Awards recognize outstanding product development achievements and exciting new technologies that support law enforcement agencies, first responders and other government entities in their mission to keep cities and communities safe and secure. NICE Inform received a platinum award as the Best 911 Recording and Analytics Solution, and NICE Investigate was named the platinum award recipient in the Best Investigation Solution category. This is the fifth consecutive year that NICE’s digital transformation solutions have been recognized with ‘ASTORS’ Awards.

NICE Investigate: Best Investigation Solution
NICE took home top honors in the Best Investigation Solution category for NICE Investigate. NICE Investigate is a comprehensive, scalable, CJIS-compliant, cloud-based, end-to-end solution that transforms how law enforcement and justice agencies manage investigations and digital evidence. As data grows and budgets decrease, agencies around the world are turning to NICE Investigate to digitally transform how they manage data. NICE Investigate helps departments stretch limited budget dollars without compromising service quality, by automating time-wasting manual processes involved in digital evidence collection, analysis and sharing. Departments can realize a 10-fold productivity saving and use NICE Investigate as a force multiplier to help investigators close cases faster while complying with all disclosure requirements, without additional overhead.

NICE Inform: Best 911 Recording and Analytics Solution
NICE Inform was also recognized this year for its ability to help emergency communication centers (ECCs) improve incident response. Today, most emergency communications centers are primarily focused on two limited measures of success -- how many calls get answered and how fast. NICE Inform brings data together to provide greater insight to ECC leaders so they can understand what's working, what's not, and why. NICE Inform also digitally transforms processes around tracking key performance indicators, performing Quality Assurance reviews and reconstructing incidents to give ECC managers the operational intelligence they need to improve incident response.

NICE Inform and NICE Investigate are both part of NICE’s Evidencentral, the industry’s first, open digital evidence management ecosystem. This cloud-based, end-to-end criminal justice digital transformation platform breaks down data silos and applies analytics and workflow automation to every stage of the criminal justice process. Evidencentral is revolutionizing the way agencies manage their data, from the time an incident happens, until cases are successfully closed and prosecuted.

"We’re honored that our public safety solutions have been recognized by the ‘ASTORS’ awards for the fifth consecutive year," said Chris Wooten, Executive Vice President, NICE. "Data overload, budget uncertainties, increased public expectations, lack of transparency, pressure to close more cases and disclose evidence faster are challenges that cut across the entire criminal justice spectrum. NICE Inform and NICE Investigate continue to accelerate digital transformation in 911 and the justice system around the world by helping agencies improve incident response and investigations, streamline evidence disclosure, enhance digital collaboration and keep citizens and communities safer.”

For more information on NICE’s award-winning solutions:

•	NICE Inform click here.

•	NICE Investigate click here.

•	Evidencentral click here.

About NICE

Corporate Media Contact

Christopher Irwin-Dudek, +1 201 561 4442, chris.irwin-dudek@nice.com, ET

Investors

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

Yisca Erez +972 9 775 3798, ir@nice.com, CET

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. Wooten, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; 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; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 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.

EX-99.6 7 exhibit_99-6.htm EXHIBIT 99.6

Exhibit 99.6

NICE Robotic Process Automation Recognized as a Leader
by Leading Analyst Firm

Report gives NICE RPA the highest possible scores in the criteria of innovation roadmap,

security/access control/authentication and scale experience

Hoboken, N.J., March 16, 2021 – NICE (Nasdaq: NICE) today announced that it has been recognized as a Leader by Forrester Research in its report entitled ‘The Forrester Wave™: Robotic Process Automation, Q1 2021’. NICE Robotic Process Automation (RPA) received the highest possible scores in the criteria of innovation roadmap, security/access control/authentication, and scale experience in Forrester’s report. Noting NICE’s ongoing innovation and use of AI, the report also cited its focus on AI ethics. For a complimentary copy of the report, click here.

The Forrester Research report stated “With Process Automation Platform, NICE delivers a solution dedicated but not limited to contact center automation. New AI-based features include real-time speech analytics, real-time inventory checks, and next-best-offer recommendations for contact center agents. While NICE continues to innovate by leveraging the latest AI breakthroughs, it is also serious about AI ethics.”

The Forrester Research report notes, “NICE Automation Finder collects and analyzes employee desktop data, suggests automations, and helps generate automations using Click to Automate.”

NICE RPA’s Click to Automate feature further capitalizes on the benefits of its Automation Finder opportunity discovery feature by immediately actualizing its recommendations. Once Automation Finder collects and analyses employee desktop data and suggests automations, Click to Automate transforms recommended process sequences into live operational automations, rapidly expanding the organization’s RPA footprint.

The Forrester report summarized, “NICE is not only a good fit for contact center automation but for both attended and unattended use cases, with a focus on text/voice analytics and processing.”

“This recognition by Forrester marks the third analyst firm to recognize NICE’s RPA innovations,” Barry Cooper, President, NICE Enterprise Group said. “We are pleased that Forrester Research has recognized what we believe are NICE RPA’s differentiators in technology and innovation, which support organizations in maximizing the value of RPA for their business and empowering their employees to deliver better experiences to their customers.”

NICE Robotic Process Automation enables intelligent process optimization while unleashing employees’ potential to ensure exceptional customer experience. NICE’s RPA solutions are developed and managed from a single platform, including the flexibility to scale, and drive digital transformation across the organization. NICE’s attended automation offering, NEVA, (NICE Employee Virtual Attendant), is the world’s first employee focused personal assistant bot. NEVA’s intelligent, AI-driven interface offers employees real-time desktop guidance and next best action advice. NEVA was ranked the Market Leader in Intelligent Attended RPA by Zinnov in its 2020 report, as well as by Everest Group as an RPA Leader for the third consecutive year.

About NICE

Corporate Media Contact

Christopher Irwin-Dudek, +1 201 561 4442, chris.irwin-dudek@nice.com, ET

Investors

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

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. Cooper, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; 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; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 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.

EX-99.7 8 exhibit_99-7.htm EXHIBIT 99.7

Exhibit 99.7

NICE Powers Agile Customer and Employee Experience Excellence for BT

With the selection of NICE Nexidia Analytics and Engage, BT adopts NICE solutions as the standard for customer service
operations across consumer and enterprise lines of business, expanding its long-standing relationship

Hoboken, N.J., March 17, 2021 – NICE (Nasdaq: NICE) today announced that BT has selected its Nexidia Analytics and Engage solutions to drive exceptional customer and employee experiences and increase operational efficiencies. One of the world’s leading communications services companies, BT currently uses several solutions in the NICE portfolio, including RPA and WFO, and is standardizing on NICE for customer service across its consumer and enterprise lines of business. The NICE solutions play a pivotal role in enabling the communications provider to efficiently manage and reduce escalations, boost first call resolution (FCR) and improve their brand net promoter score (NPS).

Simon Evatt, Director, Service Technology and Analytics, BT, said “NICE’s solutions and service methodology have made them a trusted partner that is instrumental in driving operational excellence. Our collaboration with Nexidia Analytics and NICE Engage provides us with comprehensive insights to understand customers’ needs, ensure compliance and deliver the kind of service that triggers ongoing customer loyalty.”

NICE Nexidia’s innovative analytics and NICE Engage recording are cornerstones of the single contact center platform that powers its customer service operations. All contact center staff now use the same platform and applications, ensuring a single source of truth and consistent operations. The new analytics capabilities help them gain deep insights to better understand and serve their customers while automated and personalized agent coaching and training optimize customer service quality. Contact center employees get the context and background data they need to serve customers easily and quickly. Extending coverage across additional lines of business, NICE Engage provides a comprehensive omnichannel interaction recording platform with the highest security and resiliency standards.

“We are excited to strengthen our partnership of over a decade with BT,” said John O’Hara, President, NICE EMEA. “NICE stands ready to support BT in transforming experiences and ensuring exceptional service quality, especially in today’s environment where customer service is more critical than ever.”

About NICE

Corporate Media Contact

Christopher Irwin-Dudek, +1 201 561 4442, chris.irwin-dudek@nice.com, ET

Investors

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

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. O’Hara, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; 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; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 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.

EX-99.8 9 exhibit_99-8.htm EXHIBIT 99.8

Exhibit 99.8

NICE Infuses NEVA Desktop Guidance with Real-Time Behavioral Insights from Enlighten AI

This powerful combination enables employees to accurately understand customer sentiment, proactively adapt

their actions and rapidly respond to requests

Hoboken, N.J., March 18, 2021 – NICE (Nasdaq: NICE) today announced that NEVA, its attended automation offering, is now enriched with NICE Enlighten AI’s real-time behavioral and conversational insights, ensuring hyper-personalized service experiences. This first-of-its-kind innovation enables a real-time understanding of agent behaviors, providing desktop and interaction guidance to accurately meet customer needs. NEVA with NICE Enlighten AI boosts first call resolution, reduces after-the-fact employee training and coaching, improves employee engagement and increases service effectiveness.

Today’s economic environment calls for every customer touchpoint to be optimized and effectively converted into meaningful business outcomes, all while ensuring superior service that’s quick and intuitive. This cutting-edge innovation includes real-time understanding of the agent behaviors proven to impact customer satisfaction. By combining NEVA’s contextually relevant desktop guidance and task automation capabilities with real-time behavior coaching, agents are empowered to focus on the customer experience, immediately adapt behavior and take decisive action to close the loop. This transforms live customer interactions into exceptional service experiences.

Barry Cooper, President, NICE Enterprise Group, said, “The events of the past year have highlighted the importance of customer service which has seen significant increases in interactions, particularly over digital channels. To this end, we are very excited to bring our proven NICE Enlighten AI to NEVA. This innovative solution enables organizations to combine Enlighten AI’s predictive and behavioral triggers with NEVA’s market-leading automation capabilities. It is our firm belief that this powerful combination will empower customer-facing employees to be the best they can be by proactively adapting and tailoring customer interactions to drive brand loyalty.”

About NICE

Corporate Media Contact

Christopher Irwin-Dudek, +1 201 561 4442, chris.irwin-dudek@nice.com, ET

Investors

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

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. Cooper, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; 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; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 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.

EX-99.9 10 exhibit_99-9.htm EXHIBIT 99.9

Exhibit 99.9

Shaw Industries Automates Sales Compensation and Boosts Operational

Efficiency with NICE Sales Performance Management

Cloud-based NICE SPM solution streamlines management of sales incentives for thousands of retailers at the US flooring company

Hoboken, N.J., March 24, 2021 – NICE (Nasdaq: NICE) announced today that Shaw Industries Group, Inc., is experiencing positive results by leveraging NICE's cloud-based Sales Performance Management solution. The US flooring company has benefitted from improved payment accuracy, enhanced operational efficiency and increased customer satisfaction across its large retail network by implementing NICE SPM. For more information, watch this video testimonial.

Shaw Industries, a US-based flooring company and a leading floor covering provider, has a network of chain retail and individual store partners. The NICE solution was chosen for its ability to quickly adapt to dynamically changing needs and to effectively handle the flooring giant’s intricate retailer incentive system. The centralization and coherence NICE SPM brought to the management of Shaw Industries’ sales incentives increased operational efficiency across its network of retailers, eliminating most manual workflows and time-consuming emails. The flooring company is now able to rapidly process hundreds of thousands of transactions, while optimization has reduced the number of volume rebate plans for retailers from 1,000 to no more than 10.

In addition to faster processing, rebate payments by Shaw Industries are more accurate with NICE SPM. Complex crediting rules, such as waterfall transaction capping between multiple plans and the like, are easily applied across the company’s network. Shaw’s business users can now independently define, modify and launch rebate programs and enroll retailers into programs as needed. Real-time, line-level reports provide retailers with visibility into their rebates, cutting down on disputes and inquiries. The automation and increased transparency of NICE SPM has also simplified and contributed to Shaw Industries’ compliance with auditing standards.

Gayla Moore, Business Systems Manager, Shaw Industries, Inc. said, “In feedback surveys, our divisional and regional sales managers regularly give NICE SPM scores of 4 or 5 out of 5 when ranking their experience using the new system. Our rebate analysts particularly like using the system, as they feel more self-sufficient and have no need for IT or managerial assistance. Personally, I also enjoy using the system - it has made my job a lot easier.”

Barry Cooper, President, NICE Enterprise Group, said, “It is always rewarding to hear how NICE SPM has helped a large organization such as Shaw Industries to simplify and efficiently manage sales compensation and improve its business performance. The company is recognized for its high performance standards, and we're pleased to help Shaw continue to meet them thanks to SPM’s flexibility, ease of use and dynamic responsiveness. We believe this is yet another validation of how innovation helps organizations reinvent their customer service to ensure exceptional experiences.”

To learn more, watch this video testimonial or read the case study.

About NICE

Corporate Media Contact

Christopher Irwin-Dudek, 201-561-4442, chris.irwin-dudek@nice.com

Investors

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

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. Cooper, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; 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; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 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.