NICE-SYSTEMS LTD.
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By:
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/s/ Yechiam Cohen | |
Name: Yechiam Cohen | |||
Title: General Counsel | |||
Dated: April 5, 2016
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Decreased satisfaction and success since 2013 across the board with all contact channels (except for mobile apps), particularly Interactive Voice Response (IVR) (down 20 percent) and social media (down 23 percent).
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Churn rates vary amongst different age groups. While 78 percent of baby boomers will leave a provider due to a customer service issue, only 54 percent of millennials will do so.
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Sharp increase in customer skepticism about the effects of their feedback, with only 25 percent thinking it likely that service providers took action based on their feedback, down from 40 percent in 2012.
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NICE Engage Platform - The NICE Engage Platform provides comprehensive omni–channel interaction recording. Designed for flexibility, it easily adapts to the unique operational requirements of any call center. In a single platform, organizations have support for thousands of concurrent IP streams: capturing, forwarding streams in real time, recording and archiving.
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Journey Voice of the Customer – NICE’s Journey Voice of the Customer maps customer journeys across multiple channels and lets firms know how satisfied customers are at each touchpoint. This helps businesses prioritize which areas they should address to maximize the customer experience and their return on investment.
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Robotic Automation – NICE’s solution automates routine back office processes that do not require human thought or involvement. From start to finish, it automates all of the steps needed to perform any task, eliminating the need for manual intervention. By automating desktop activities, employees are freed up to focus on more sophisticated processes.
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“Big Data: How the adoption of Big Data technologies is changing the face of the AML landscape.” April 20.
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“Analytics: How analytics are changing the face of the AML function and what is expected in the future.” May 18.
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“Business Intelligence: How operational reporting and BI are altering the way the Compliance function is helping manage organizations.” June 15.
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Registration Site: AML Tech Trends Series
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On our Blog: AML related topics and thought leadership.
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Previous webinar series on demand: Culture of and Emerging Threats
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25% increase in upsell offer rates
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80% more sales by agents using the real-time guidance pop-ups than those who don’t
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Improved Associate performance, proficiency and satisfaction through real time guidance and automation utilization
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Reduction of one-half full-time equivalent (FTE) in agent benefit management
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Stronger customer relationships due to improved reporting on consumer concerns
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Connectivity Watcher System (patent pending) — notifies system administrators about breaches or potential problems with the site’s connectivity
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Optical Character Recognition (OCR) Connector — ability to read from scanned documents, PDFs and virtual application screens, and to automate processes even in a remote desktop environment
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NICE Desktop Work Tracker — gives employees tools to report on their off-work activities, fully integrated with NICE Workforce Management’s Real-Time Adherence module and with NICE Performance Management
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Real-Time Activity Monitoring Development Kit — allows business analysts, Business Intelligence specialists and developers to create any sort of report based on the desktop data collected, through a licensed professional services offering
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Robotic Automation Control Room & Dashboard — for close monitoring of the robotic ‘workforce’ via a control room and smart, actionable dashboard
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