0001178913-21-003850.txt : 20211213 0001178913-21-003850.hdr.sgml : 20211213 20211213073728 ACCESSION NUMBER: 0001178913-21-003850 CONFORMED SUBMISSION TYPE: 6-K PUBLIC DOCUMENT COUNT: 11 CONFORMED PERIOD OF REPORT: 20211213 FILED AS OF DATE: 20211213 DATE AS OF CHANGE: 20211213 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: 211486969 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 zk2126957.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 November 2021 (Report No. 2)

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 CXone Achieves Perfect Vendor Satisfaction Scores Across 15 Categories in DMG Consulting Report, Dated November 1, 2021.
99.2 NICE AI and Robotics Technology Reduces Complexities for Key UK Government Agency, Dated November 2, 2021.
99.3 South Yorkshire Police Chooses NICE Investigate to Digitally Transform Police Operations and Improve Officer Efficiency, Dated November 3, 2021.
99.4 NICE Actimize Cloud-Based SURVEIL-X Wins RegTech Asia Insight Awards 2021 for Best e-Comms Surveillance Solution, Dated November 8, 2021.
99.5 NICE Actimize Launches Dark Web Intelligence Solution for Proactive Fraud Prevention, Dated November 15, 2021.
99.6 NICE and Google Cloud Collaborate to Drive Smarter Digital Conversations and Improve Self-Service Experiences, Dated November 18, 2021.
99.7 NICE Adds Powerful Innovations to Optimize Workforce Management and Improve Experiences for Digital Consumers, Dated November 22, 2021.
99.8 NICE Recognizes Industry-Leading CXone Application Partners at Fourth Annual DEVone Partner Conference, Dated November 23, 2021.
99.9 Leading Japanese BPO Adopts NICE Enlighten AI for Smart Quality Management and Improved Customer Service, Dated November 24, 2021.
99.10 NICE Customer Journey Analytics Recognized for Technology Excellence and Customer Impact Driven by Leadership in AI, Dated November 30, 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.  
       

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

Dated: December 10, 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:



 EX-99.1 2 exhibit_99-1.htm EXHIBIT 99.1

Exhibit 99.1

NICE CXone Achieves Perfect Vendor Satisfaction Scores Across 15 Categories in
DMG Consulting Report

Receiving top satisfaction ratings, NICE CXone recognized for innovation and current product in cloud-based
contact center infrastructure report

Hoboken, N.J., November 1, 2021 – NICE (Nasdaq: NICE) today announced that CXone has received perfect 5.0 scores in 15 customer satisfaction categories across DMG Consulting’s 2021-2022 Cloud-Based Contact Center Infrastructure Product and Market Report. CXone was recognized for innovation and the current product, among others, in the report which evaluates the business, market and technological trends that are shaping the cloud-based contact center infrastructure segment. For a complimentary copy of the report, click here.

The categories in which NICE CXone received top scores are product, system upgrades, innovation, vendor communication, product pricing, omnichannel inbound (voice and digital routing, queuing and handling), omnichannel outbound and campaign management, IVR/IVA self-service, supervisor interface, remote/work-at-home agent and supervisor capabilities, system administration/provisioning and license management, system scalability, business continuity/disaster recovery, ease of integration with third-party applications and surveying/voice of the customer capabilities.

“We believe being named a leader across key areas of customer satisfaction is no accident,” said Paul Jarman, NICE CXone CEO. “It’s a direct result of our commitment to collaborating with our customers across their digital transformation journeys and consistently offering innovative technology that drives exceptional experiences for customers and employees. We thank our customers for their continued support and for demonstrating our dedication in this report.”

Businesses of all sizes are increasingly turning to NICE CXone to transform their customers’ experiences based on NICE CXone’s proven scalability, reliability, flexibility and security. Digitally transforming with the cloud enables businesses to leverage technological advances like AI-powered chatbots and agent next-best-actions, changing the way customers engage with companies by providing anytime, anywhere and anyplace conveniences.

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

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
Omri Arens, +972 3 763 0127, 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. 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-99.2 3 exhibit_99-2.htm EXHIBIT 99.2

Exhibit 99.2

NICE AI and Robotics Technology Reduces Complexities for Key UK Government
Agency

The UK government authority selected NICE Advanced Process Automation for its proven capabilities,
accuracy and scalability

Hoboken, N.J., November 2, 2021 – NICE (Nasdaq: NICE) today announced that a key government agency in the United Kingdom chose NICE Advanced Process Automation technologies as part of its strategy to improve organizational efficiency and accuracy. In one of the most complex automation projects for which NICE advanced artificial intelligence (AI) and robotics technology has ever been used, the agency is collecting and coordinating data from 19 different systems across the organization as part of its digital transformation strategy. In addition, the integration of NICE advanced AI and robotic automation makes it possible for the agency to annually streamline tens of millions of transactions, process more than 28 million pages of hand-written forms, and provide thousands of advisors with real-time guidance for interactions with the public.

Given the scope and scale of the authority’s activities, a growing population, periodically changing legislation and the need for resiliency in the face of crises, this department required an agile, highly scalable and flexible solution. The unique NICE combination of advanced AI and unattended automation was determined to be the best option for eliminating cumbersome, time-consuming tasks, boosting productivity and improving operations. Moreover, NICE’s technology is especially well-suited to the public sector where resiliency has become a non-negotiable.

Hundreds of NICE robots automate and support a wide array of processes across the agency, including administrative tasks, data gathering, communication with customers and regulatory compliance. For example, NICE technology is helping the authority process self-service applications for payment arrangements, update changes in circumstances in multiple systems, correct errors, coordinate diverse sources of data, and more. In addition, the NICE employee virtual attendant (NEVA) provides employees contextually relevant guidance during live interactions and assists with huge seasonal surges in frontline contacts. It can also quickly combine disparate systems and adjust processes on the fly to address rapidly changing needs.

In order to automate the processing of millions of pages of hand-written forms, the government agency implemented an integration of NICE automation solutions and the Hyperscience Platform, which delivers industry-leading intelligent document processing capabilities. The authority selected the Hyperscience-NICE joint solution after a “bake-off” pilot against major global competitors, during which it was found to be the most accurate and versatile. Across multiple types of forms with over 400 fields, the combined technologies demonstrated 99.4 percent reading accuracy -- which is above the 95 percent human accuracy level -- and 100 percent automation of data extraction and export.

“We are pleased to meet this important government agency’s need for a robust, innovative robotic process automation solution that saves time, improves productivity and provides greater flexibility,” said John O’Hara, President, NICE EMEA. “Leveraging our technology with the power of Hyperscience, this agency has seen a significant return on investment through efficiencies that free up resources, reduce complexities and streamline the organization’s multiple self-service options.”

NICE Advanced Process Automation solutions are increasingly becoming the technology of choice for public sector organizations embarking on a digital transformation journey as they mechanize their operations and uncomplicate repetitive tasks. For example, NEVA provides real-time, dynamic support, such as retrieving information the frontline agent needs, when they need it, and then assisting with any routine follow-up actions. Similarly, it can ensure that change of circumstances information received through multiple channels is automatically proliferated across relevant documentation. In addition to streamlining these processes, NICE automation solutions free employees to focus on the personal touch that is critical to ensure exceptional customer experiences.

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

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
Omri Arens, +972 3 763 0127, 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. 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-99.3 4 exhibit_99-3.htm EXHIBIT 99.3

Exhibit 99.3

South Yorkshire Police Chooses NICE Investigate to Digitally Transform
Police Operations and Improve Officer Efficiency

The South Yorkshire Police Force will deploy NICE Investigate to 2,000 front-line officers, investigators
and control room personnel as part of its Technology Enabled Change initiative

Hoboken, N.J., November 3, 2021 – NICE (Nasdaq: NICE) today announced that the UK’s South Yorkshire Police has selected the NICE Investigate Digital Evidence Management solution as part of its ’Technology Enabled Change’ initiative, to facilitate digital transformation in the force, overcome digital evidence challenges and improve officer efficiency, collaboration and crime-fighting. NICE Investigate will be rolled out to 2,000 front-line officers, investigators and control room personnel to digitally transform police operations in the coming months.

Part of the cloud-based NICE Evidencentral platform, NICE Investigate offers police forces an end-to-end, cloud-based scalable platform for digitally transforming investigations and evidence management. South Yorkshire Police will also use NICE Investigate to automatically and effortlessly share digital evidence with the Crown Prosecution Service (CPS) and other justice partners through fully electronic means, speeding disclosure and improving efficiency for cases.

Jim Coppin, Project Manager (Technology Enabled Change) at South Yorkshire Police stated, “As part of our Technology Enabled Change initiative and as a force that prides itself in being proactive and innovative, we are constantly on the lookout for technologies that can help us improve the efficiency of our officers and staff. We chose NICE Investigate through a competitive procurement process precisely for this reason, and because it was best suited to helping us overcome our many digital evidence challenges. Furthermore, our framework contract with NICE was developed collaboratively with our neighboring forces, including Humberside Police, North Yorkshire Police and West Yorkshire Police, so they’ll be able to take advantage of NICE Investigate in future projects as well.”

Chris Wooten, Executive Vice President, NICE, stated, “South Yorkshire Police will benefit from our experience in delivering NICE Investigate to nearly a third of police forces and organizations in England and Wales. This project is commencing at an exciting time, as forces across the UK and around the world are embracing digital transformation in growing numbers, and initiatives to improve how police forces and businesses collaborate on crime-fighting are taking hold.”

Currently, South Yorkshire officers and investigators log into many different systems to obtain digital evidence. As a one-stop solution for digital evidence management, NICE Investigate will improve operational efficiency by enabling investigators to collect digital evidence through a single login. NICE Investigate automatically pulls evidence into electronic case folders from Records Management, CAD (Computer Aided Dispatch), body-worn video, mobile apps and other core systems. When investigators log into NICE Investigate, their evidence is waiting. This significantly cuts down on time-wasting manual work and jump-starts the case building process.

Obtaining and transcoding CCTV video is another significant pain point for the South Yorkshire Police force. “This has always been quite challenging because it requires our officers to travel to locations to secure relevant video, copy it onto discs or USB drives, transport it back to the office and then transcode it,” said Coppin. “The NICE Investigate business portal will enable us to handle this process far more professionally and efficiently.”

Using the portal, private businesses can register their CCTV cameras. When a crime occurs, investigators are then able to view area cameras on a map and instantly send out a secure link for local businesses to share their video. Uploaded video is automatically transcoded to a playable format and immediately available for viewing. 

Coppin added, “There is positive momentum among large retailers in the UK to register their cameras through the NICE Investigate business portal and we are eager to make use of this capability as soon as possible. NICE Investigate will also improve how we’re able to manage our public appeals, by making it possible for citizens to share both information and rich media files digitally. Today, citizens cannot upload their photos or video. NICE Investigate will close this gap.”

To learn more about NICE Investigate, please visit our website, or email PSInfo@NICE.com.
 
About South Yorkshire Police
South Yorkshire Police (SYP) is the territorial police force responsible for policing South Yorkshire in England. The force is led by Chief Constable Lauren Poultney. Oversight is conducted by Police and Crime Commissioner Alan Billings. South Yorkshire is a ceremonial and metropolitan county in England. With a population of approximately 1.34 million and a land area of 1,552 square kilometres, South Yorkshire is the southernmost county in the Yorkshire and the Humber region. It consists of four metropolitan boroughs, Barnsley, Doncaster, Rotherham and Sheffield. More info at: http://www.southyorks.police.uk/.

About NICE Public Safety
With over 3,000 customers and 30 years’ experience, NICE delivers end-to-end digital transformation, improved collaboration, efficiency and cost-savings to all types of public safety and criminal justice agencies, from emergency communications centers and police departments to prosecutors and courts. Our Evidencentral platform (which includes NICE Inform, NICE Investigate, NICE Justice and E-Request) features an ecosystem of integrated technologies that bring data together to improve incident response, accelerate investigations, streamline evidence sharing and disclosure, and keep communities and citizens safer.

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

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
Omri Arens, +972 3 763 0127, 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. 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-99.4 5 exhibit_99-4.htm EXHIBIT 99.4

Exhibit 99.4

NICE Actimize Cloud-Based SURVEIL-X Wins RegTech Asia Insight Awards 2021
for Best e-Comms Surveillance Solution

The award highlighted NICE Actimize SURVEIL-X Communications Surveillance solution’s leading
technologies in a very competitive field

Hoboken, NJ, November 8, 2021– NICE Actimize, (Nasdaq: NICE) was named a category winner in A-Team Group's 2021 RegTech Asia Insight Awards for “Best e-Comms Surveillance Solution.” Following its shortlisting by a panel of judges, NICE Actimize and its cloud-based SURVEIL-X Communication Surveillance solution was the recipient of the most online votes in its category derived from reader/online nominations from within the RegTech Insight community and verified by A-Team Group editors and its RegTech advisory board.

The NICE Actimize Communications Surveillance solution uses Natural Language Processing (NLP) and machine learning models tuned for financial markets to more accurately extract conversations’ insights and pinpoint suspicious electronic and voice communications. NICE Actimize’s years of subject matter experience has enabled it to train its models to understand the specialized language used in financial services environments. The solutions language models are based on machine learning, neural network automated speech recognition technology that is trained to understand the language used in financial services environments using customer provided data.

"Providing virtually all communication surveillance coverage requirements in one solution, NICE Actimize’s powerful SURVEIL-X Communication monitors regulated employee communications across all voice and electronic communication channels – turrets, desktop phones, mobile, email, instant messaging, chat, texts, social media, unified communications, and even document attachments,” stated Chris Wooten, Executive Vice President, NICE. “We thank the judges and voters for the RegTech Asia Insight Awards for acknowledging the innovation in our Communication Surveillance solution.”

“Many congratulations to NICE Actimize for winning Best e-Comms Surveillance Solution in our inaugural RegTech Insight Awards APAC 2021. It’s a real vote of confidence from across our readership of 30,000+ senior technology officers and RegTech specialists, who selected NICE Actimize as the clear winner in a very competitive field,” said Andrew Delaney, President and Chief Content Officer of A-Team Group, which hosts the RegTech Insight Awards.

With this year's inaugural competition, the 2021 RegTech Asia Insight Awards honored leading technologies and vendors in a range of regulatory technology categories. The RegTech Asia Awards evaluation criteria for shortlisting considered depth of involvement in capital markets, relevance of a solution or service to a selected award category, and the potential interest of a solution or service to the publications' RegTech community.

NICE Actimize’s SURVEIL-X Communication seamlessly connects to existing communication archiving systems (both NICE’s and third party) to ingest structured, unstructured, and semi-structured data. The solution’s machine learning capabilities also provide better classification of conversations on business topics and apply relevancy scoring to ensure non-business-related communications are automatically excluded for the analyst. The combination of these capabilities ensures the most relevant conversations are presented, eliminating the false positives generated by pure keyword-based lexicon approaches.

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

Corporate Media Contact:
Cindy Morgan-Olson, +1 646 408 5896,  cindy.morgan-olson@niceactimize.com, ET

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. 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-99.5 6 exhibit_99-5.htm EXHIBIT 99.5

Exhibit 99.5

NICE Actimize Launches Dark Web Intelligence Solution  
for Proactive Fraud Prevention 
 
The IFM-X Dark Web Intelligence fraud prevention solution safeguards financial institutions, protects customer
accounts and prevents fraud losses  
 
Hoboken, N.J., November 15, 2021 – The growing amount of information on the Dark Web presents a range of complex fraud schemes and typologies that are increasingly difficult for financial service organizations (FSOs) to detect and stop. To address this problem, NICE Actimize, a NICE business (Nasdaq: NICE), today announced its IFM-X Dark Web Intelligence solution. Deploying comprehensive, multi-language coverage of the Dark and Deep Web, malware networks, private messaging platforms, and underground fraudster infrastructure and communities, the solution helps FSOs resolve the pervasive challenges they face in detecting dynamic fraud and account takeover threats.  
 
Leveraging the power of NICE Actimize’s IFM-X industry-leading enterprise fraud management platform, the IFM-X Dark Web Intelligence solution provides immediate fraud prevention so FSOs can efficiently mitigate customer account takeover attempts, combat card fraud without causing undue customer friction, and block mule activity. The solution utilizes behavioral technology that provides targeted, continuously updated intelligence, and monitoring which can be deployed across post-breach and pre-fraud scenarios. 
 
“Now more than ever, financial services firms need to be aware of dark web activity to protect their firm and customers. NICE Actimize supports them with enhancements to their existing fraud prevention efforts, which includes meaningful intelligence and behavioral analytics,” said Craig Costigan, CEO, NICE Actimize. “This approach ultimately strengthens their anti-fraud teams, strategies, and operations.” 
 
The Dark Web Intelligence solution offers three different, curated data feeds and actionable dark and deep web intelligence across customer account takeovers, compromised payment cards, and mule accounts. The solution helps organizations proactively safeguard their customers when they are unknowingly compromised, delivering a better customer experience and preventing loss to the firm. 
 
For a Fact Sheet and eBook on NICE Actimize’s Dark Web Intelligence solution, please click here.  

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
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. 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
Omri Arens, +972 3 763 0127, 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-99.6 7 exhibit_99-6.htm EXHIBIT 99.6

Exhibit 99.6

NICE and Google Cloud Collaborate to Drive Smarter Digital Conversations and
Improve Self-Service Experiences

Integration of NICE’s AI-powered CXone with Google Cloud’s CCAI applications to make human agents, voice
bots and chatbots more effective

Hoboken, N.J., November 18, 2021 – NICE (Nasdaq: NICE) today announced it is collaborating with Google Cloud to address the growing demand for more effective and automated customer self-service systems that integrate with traditional contact centers. NICE is integrating its cloud-based, AI-powered CXone customer experience platform – used by 85 of the Fortune 100 companies – with Google Cloud Contact Center Artificial Intelligence (CCAI), a group of APIs that bring the best of Google AI to contact center use cases. The combination will provide businesses with more sophisticated and efficient ways to engage and help customers across digital and voice touchpoints.

Research conducted by NICE found 84 percent of consumers are more willing to do business with companies that offer self-service options, but only 61 percent say companies offer easy, convenient self-service. Businesses are increasingly incorporating AI to boost customer service capacity, enhance human agent performance and make their conversational self-service options more effective. NICE CXone provides no code/low code integration and consolidated journey orchestration with Google Cloud CCAI, to enable intelligent natural language capabilities across various stages of the customer journey, including self-service bots and agent-facing virtual assistants. This empowers businesses to offer smarter self-service conveniences and AI-enhanced assistance.

●
CXone Virtual Agent Hub allows businesses to expand their customer self-service capabilities with easy to integrate conversational bots for voice and chat leveraging Google Cloud's Contact Center AI. Now, businesses can rapidly integrate Google Cloud Dialogflow self-service bots without any coding, while retaining full control of the customer experience.
 
●
Deployed in combination with CXone Agent Assist Hub, companies can use Google Cloud’s Agent Assist to empower their customer service representatives with real-time, automated knowledge support during live chat interactions. Google Cloud reports that contact centers using Agent Assist have seen their agents respond up to 15 percent faster to chats, reducing chat abandonment rates and solving more customer problems.
 
“As AI-powered virtual assistants continue to become a more crucial part of the customer service mix, contact centers want flexibility and choice in deploying conversational AI bots,” said Paul Jarman, NICE CXone CEO. “Our collaboration with Google Cloud illustrates our commitment to innovation and integration with leading providers. We’re proud to provide contact centers with the freedom to adopt AI easily and quickly and drive next-gen, digitally fluent customer experiences.”

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

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
Omri Arens, +972 3 763 0127, 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. 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-99.7 8 exhibit_99-7.htm EXHIBIT 99.7

Exhibit 99.7

NICE Adds Powerful Innovations to Optimize Workforce Management and Improve
Experiences for Digital Consumers

The NICE WFM suite empowers organizations to simplify management of the workforce in the digital age, afford
flexibility and boost customer and employee engagement

Hoboken, N.J., November 22, 2021 – The massive increase in digital channel adoption has added significant complexity to workforce management forecasting and scheduling. To help organizations address this development, NICE (Nasdaq: NICE) announced today that its workforce management solution now includes extensive innovation that helps organizations optimize digital channel management and improve customer and employee experiences. In addition, version 7.4 of NICE Workforce Management (WFM) also includes sophisticated new capabilities across the suite, including NICE WFM Enhanced Strategic Planner, delivering advanced planning flexibility, forecasting accuracy, scheduling efficiency, business agility, and increased employee engagement.

While businesses have increasingly made digital channel management a top priority, they must constantly adapt to shifts in customers’ communication channel preferences while simultaneously delivering excellent customer experiences and meeting service level goals.  According to the Aberdeen Strategy & Research report entitled “Workforce Management for Digital-Savvy Contract Center Leaders: Modernize WFM Activities to Maximize Digital Transformation Success”, “improving agent productivity, optimizing agent utilization rates and reducing costs are among the top objectives driving WFM programs. Firms with digital-savvy WFM programs achieve 3.6x greater year-over-year (YoY) growth in agent productivity (15.0% vs. 4.2%) and 3.0x greater YoY increase in agent utilization rates.”

NICE Workforce Management (WFM) version 7.4 includes sophisticated capabilities across the suite to help organizations comprehensively address their digital channel staffing needs. Businesses can take control of choosing service goals by channel, priority selection or threshold discernment to absorb interrupt-ability. New scheduling engine enhancements provide the added flexibility digital channels need for differentiation, the fine-tuning of unique customization per channel, and custom schedule generation.

NICE WFM Enhanced Strategic Planner now supports agent digital concurrency modeling and provides appropriate agent coverage per delegated service goal. In addition, NICE Employee Engagement Manager (EEM) version 8.7 enhancements put employees and supervisors at the center with the Adaptive Breaks and Lunches feature, bringing additional automation and intelligence to the intraday management process. This automation allows agents and supervisors to focus on serving their customers rather than balancing adherence to schedules and CSAT.

“The ways in which customers engage with organizations has shifted dramatically with customers expecting businesses to meet them at their digital doorstep,” commented Barry Cooper, President, NICE Workforce and Customer Experience Group, “NICE is excited to be the first to offer integrated forecasting and scheduling capabilities that redefine core WFM processes, drive agile adaption of shifting customer preferences while optimizing digital channel management to meet service goals and deliver best in class CSAT.”

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

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
Omri Arens, +972 3 763 0127, 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. 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-99.8 9 exhibit_99-8.htm EXHIBIT 99.8

Exhibit 99.8

NICE Recognizes Industry-Leading CXone Application Partners at Fourth Annual
DEVone Partner Conference

Awards highlight innovative applications designed to create a fluent digital customer experience

Hoboken, N.J., November 23, 2021 –NICE (Nasdaq: NICE), today announced its 2021 DEVone Partner Award winners, who were recognized at the fourth annual NICE DEVone Partner Conference. More than 80 partners and NICE employees attended this virtual event where executives shared new DEVone program initiatives and the product roadmap for NICE CXone, the world’s #1 cloud customer experience platform.

The NICE DEVone Ecosystem is one of the industry's largest technology partner networks and extends the NICE CXone portfolio through tested, fully integrated applications that utilize more than 400 APIs. The company works closely with its DEVone partners to ensure a deep understanding of joint customers’ needs in order to provide the next-gen tools necessary for seamless customer experiences.

This year's DEVone Partner Award winners demonstrated innovative and collaborative integrations with NICE CXone that enhance customer experience and deliver better business results. Winners were recognized in the following categories:


 •
Impact Award: Textel earned the Impact Award for its significant contributions to promoting the value of NICE CXone and the DEVone Ecosystem to customers and prospects. A cloud-based business texting solution, Textel’s integration into NICE CXone's console enables users to connect directly with enterprise-grade conversational texting.
 

 •
Rising Star Award: Lucency Technologies, which joined the program earlier this year, was recognized for its commitment to both customer engagement and business growth through active collaboration with NICE CXone. Lucency, an advanced customer context platform, enables the real-time transfer of a customer’s active website data (context) to CXone, empowering agents to understand and anticipate the customer’s exact needs for better experience.
 

 •
Connection Award: Surfly and SpiceCSM earned this award as the top two partners who connected their technology to the most NICE CXone customers in the last year. Through their seamless and flexible integrations, both these partners accelerated deployment and added true customer value. Surfly’s co-browsing and remote collaboration technology enables agents to better connect with customers and humanize their interactions, providing a smooth and fast experience. SpiceCSM makes it easy for customers to best utilize existing infrastructure by enabling them to create integrated digital ecosystems that connect disparate systems, people, and processes.
 

 •
Innovator Award: Customer Dynamics was recognized for its new, innovative solutions that leverage the power of CXone to help customers move their business forward, achieve new goals, and provide exceptional CX. This DEVone partner provides customers the tools to consistently deliver exceptional, personalized customer interactions by empowering live agents.
 
NICE CXone stays ahead of evolving and everchanging customer expectations through its digital-first approach, so that contact centers can meet customers where they are, with fast real-time resolution.

"Every contact center has its own individual needs, and NICE CXone offers more than 400 APIs that help solve unique business challenges, so CXone customers can provide innovative and meaningful omnichannel experiences,” said Paul Jarman, CEO of NICE CXone. “As one of the technology industry’s largest partner communities, we're proud to present these awards to DEVone partners who showcase the best of NICE CXone and deliver solutions that help customers achieve their customer service goals.”


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

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
Omri Arens, +972 3 763 0127, 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 Paul 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-99.9 10 exhibit_99-9.htm EXHIBIT 99.9

Exhibit 99.9
Leading Japanese BPO Adopts NICE Enlighten AI for Smart Quality Management
and Improved Customer Service

NICE Enlighten enables efficient targeted behavioral coaching for CSAT improvement
and massive productivity gains

Hoboken, N.J., November 24, 2021 – NICE (Nasdaq: NICE) today announced that NTT Marketing ACT, one of the largest business process outsourcers (BPO) in Japan, has selected NICE Nexidia and Enlighten to automate the bulk of its quality management processes. This decision will make NICE Enlighten one of the first artificial intelligence (AI) frameworks ever deployed in Japan to automatically assess the impact of contact center agent behaviors on customer satisfaction (CSAT). The rollout enables NTT Marketing ACT to account for linguistic differences by leveraging the advantages of an agnostic phonetic platform, a first in the region.

The Japanese Enlighten behavior models are packaged as the first Japanese standard CSAT models, which NTT Marketing ACT will use to automate two-thirds of its interaction quality assessments on behalf of 200 current BPO clients. The company will further distinguish itself in the BPO market by offering new customers sophisticated analytics and quality management (QM) services enabled by NICE solutions. By strategically pairing NICE’s analytics capabilities with NTT Marketing ACT’s experience in operations, the companies are equipping agents with the tools they need to deliver better customer experiences.

NICE Enlighten provides real-time and forward-looking insights into agent behavior, as it draws upon purpose-built, self-learning AI and the largest syndicated interaction dataset. NICE Nexidia focuses on customer behavior, using sentiment analytics, journey sequencing technology and predictive call routing for every interaction. These solutions are brought together in NICE Quality Central, with its rapid, easy-to-use interactivity and customizable centralized administration.

These capabilities proved to be key factors in accessing Japanese agent behaviors, as subtle gestures and small actions within a call are collectively evaluated. NTT Marketing ACT tested different analytics solutions in the past but struggled to capture agent behavior let alone incorporate analytics into QM operations. NTT Marketing ACT chose the NICE offering because of the combined capabilities of “phonetic indexing,” “sentiment,” and “automatic speech recognition” technology within a single platform that enables an end-to-end quality management cycle. The company will use the NICE Nexidia and Enlighten platform as a launching point for its new “One Contact Quality Management” BPO service, demonstrating how NICE solutions enable digital transformation.

Mr. Takehisa Furuya, NTT Marketing ACT, Management Department Manager:
“With NICE Nexidia & Enlighten, the quality and productivity of the contact center will be maintained and improved, and the operation of the entire contact center will be optimized. Together with NICE, we will realize a co-creative contact center operation that not only pursues KPIs but also actively proposes a new KPI method.”

Darren Rushworth, President, NICE APAC:
“An agent’s ability to forge a connection with customers in a service channel is essential to providing better overall customer experiences. Our partnership with NTT MA has resulted in a new set of unique AI-based models to evaluate agents’ specific behaviors to help them improve those experiences. This is a first for Japan and will surely help NTT Marketing ACT stand out in the market.”

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

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
Omri Arens, +972 3 763 0127, 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 of Mr. Rushworth, 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-99.10 11 exhibit_99-10.htm EXHIBIT 99.10

Exhibit 99.10

NICE Customer Journey Analytics Recognized for Technology Excellence and
Customer Impact Driven by Leadership in AI

Quadrant Knowledge Solutions report highlights unique differentiators in NICE’s robust solution portfolio including
industry-leading AI, and integrated, cloud native omnichannel platform

Hoboken, N.J., November 30, 2021 – NICE (Nasdaq: NICE) today announced that it has been recognized as a Technology Leader by Quadrant Knowledge Solutions. The global advisory and consulting firm’s SPARK Matrix™: Customer Journey Analytics (CJA), 2021 report highlights that NICE’s customer engagement portfolio “leads the pack as a sole provider of a CJA solution with an integrated journey and unstructured interaction analytics support.” For a complimentary copy of the report, click here.

According to Priyanka Panhale, Analyst, Quadrant Knowledge Solutions, “NICE’s cloud-native and open CJA platform enables organizations to assess journeys and customer interactions, understand and personalize customer experiences, and optimize operational efficiency.” Priyanka adds, “NICE delivers a strong customer ownership with its robust solution portfolio and key CJA differentiators such as full-spectrum journey and interaction analytics, industry-leading AI, intuitive and flexible visualizations, and secure and scalable deployment models. With its robust AI capabilities through NICE Enlighten, strong customer value proposition, comprehensive functional capabilities, ability to cater to diverse use cases - including customer service cost optimization, customer experience improvement, providing a complete view of KPIs for agents and teams, sales effectiveness, customer satisfaction, and churn reduction, NICE reaffirms its position as a technology leader in the SPARK Matrix: Customer Journey Analytics (CJA), 2021.”

The Quadrant Knowledge Solutions report recognizes NICE’s complete portfolio, citing “a broad suite of customer engagement analytics applications that deliver full-spectrum business insights to organizations and facilitate best practice customer experiences. This portfolio, analysts wrote, “stitches customer interactions together across different interaction points and empowers organizations to understand their customers' omnichannel journey, predict intent and take actions. The NICE platform provides comprehensive customer journey analytics capabilities for data ingestion, contact reasoning framework, journey excellence score (JES), and reporting and analytics.”

NICE Nexidia was also cited as being “equipped with a comprehensive omnichannel contact reasoning framework that helps users visualize and analyze the intuitive customer journeys across their organization's touchpoints. The platform leverages robust built-in speech and text analytics features to uncover customer intention across every interaction. Additionally, the platform helps to understand not only where the customer is interacting with the organization but also the reason behind the interaction.” The report added “NICE CJA platform provides a native quantitative evaluation metric titled journey excellence score (JES). The platform collates customer sentiments and survey scores with attributes originated from multi-touchpoint interactions to obtain a comprehensive score for the quality of the customer’s journey.”

In addition to its leadership ranking in the SPARK Matrix™ for Technology Excellence, NICE received the highest score in the industry for Customer Impact. According to the report, “NICE’s CJA solution has been well received amongst large enterprise customers globally for its sales effectiveness, churn/retention, cost management, and customer satisfaction use cases. It provides robust AI features to detect and improve any congestion across the customer’s journey.”

The report also acknowledges NICE’s robust presence in North America and its expansion in Europe and Asia Pacific. Noting NICE’s strength in many top verticals, Quadrant Knowledge Solutions analysts state “the company, with its robust solution portfolio, comprehensive functional capabilities, and strong customer value proposition, is well positioned to expand its market share in the global customer journey analytics market.”

“NICE is proud to be recognized by Quadrant Knowledge Solutions as a Customer Journey Analytics Leader for Technology Excellence,” said Barry Cooper, President, NICE Workforce and Customer Experience Group, “CX organizations are racing to meet customers at their digital doorstep and to do so, they are looking to industry leaders who can shorten the path and accelerate the time to value. Quadrant Knowledge’s independent research offers buyers an unbiased view into those that can lead their journey excellence.”

Quadrant Knowledge Solutions’ SPARK Matrix for Customer Journey Analytics provides a snapshot of key market participants and a visual representation of their positioning, along with strategic insights on how each vendor participant ranks related to their competitors across several axes representing a range of performance parameters coinciding with technology excellence and customer impact. These coordinates are then used to create the final SPARK Matrix.

About Quadrant Knowledge Solutions
Quadrant Knowledge Solutions is a global advisory and consulting firm, which mainly focuses on helping clients and allows them to achieve business transformation goals with Strategic Business and Growth advisory services. At Quadrant Knowledge Solutions, our vision is to become an integral part of our client’s business as a strategic knowledge partner. Our research and consulting deliverables are designed to provide comprehensive information and strategic insights for helping clients formulate growth strategies to survive and thrive in ever-changing business environments. For more available research, please visit https://quadrant-solutions.com/market-research/

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

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
Omri Arens, +972 3 763 0127, 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. 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.