0001178913-17-002743.txt : 20171002 0001178913-17-002743.hdr.sgml : 20171002 20171002060524 ACCESSION NUMBER: 0001178913-17-002743 CONFORMED SUBMISSION TYPE: 6-K PUBLIC DOCUMENT COUNT: 13 CONFORMED PERIOD OF REPORT: 20171002 FILED AS OF DATE: 20171002 DATE AS OF CHANGE: 20171002 FILER: COMPANY DATA: COMPANY CONFORMED NAME: NICE Ltd. CENTRAL INDEX KEY: 0001003935 STANDARD INDUSTRIAL CLASSIFICATION: ELECTRONIC COMPUTERS [3571] IRS NUMBER: 000000000 FISCAL YEAR END: 1231 FILING VALUES: FORM TYPE: 6-K SEC ACT: 1934 Act SEC FILE NUMBER: 000-27466 FILM NUMBER: 171112982 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 zk1720586.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 September 2017 (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 x 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 AnswerDash Joins NICE inContact DEVone Developer Program Adding Artificial Intelligence Powered Self-Service Connector to CXexchange Marketplace, Dated September 5, 2017.

99.2 European Public Sector Agency Improves its Service Operations with NICE Robotic Process Automation, Dated September 6, 2017.

99.3 BT Group Replaces Legacy WFO Solutions with NICE for Contact Center Revitalization, Dated September 7, 2017.

99.4 Text-to-911 Trailblazer BVCOG Deploys NICE Inform Text Recording Solution, Dated September 11, 2017.

99.5 BenchmarkPortal Joins NICE inContact DEVone Developer Program Adding Automated Benchmarking to CXexchange Marketplace, Dated September 13, 2017.

99.6 NICE inContact Announces Summer 2017 Release of CXone with Industry-first Fully Integrated Workforce Optimization with Analytics-based Omnichannel Routing, Dated September 14, 2017.

99.7 NICE Unveils Its Open Framework Ecosystem for Cognitive Robotic Automation, Dated September 19, 2017.

99.8 NICE CXone WFO Brings Enterprise-Class Workforce Optimization to Amazon Connect Customers, Dated September 20, 2017.

99.9 CIOReview’s Top 20: NICE Actimize Named One of 2017’s Most Promising Enterprise Risk Management Solution Providers, Dated September 25, 2017.

100.0 Your Customer Service Isn’t As Effective As You Think It Is, According to New NICE inContact Survey That Reveals Gaps Between Business and Consumer Perceptions, Dated September 26, 2017.

100.1 Nimble Group Selects NICE’s Next Generation AI-Powered Nexidia Analytics Solution to Improve Customer Service, Dated September 27, 2017.

100.2 NICE inContact CXone Transforms One-on-One Experiences with the Addition of RiverStar Unified Agent Desktop’s Customized Process Workflows, Dated September 28, 2017.

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/ Yechiam Cohen
	Name:	Yechiam Cohen
	Title:	Corp. VP, General Counsel

	Dated:	October 2, 2017

EXHIBIT INDEX

CONTENTS

99.1 AnswerDash Joins NICE inContact DEVone Developer Program Adding Artificial Intelligence Powered Self-Service Connector to CXexchange Marketplace, Dated September 5, 2017.

99.2 European Public Sector Agency Improves its Service Operations with NICE Robotic Process Automation, Dated September 6, 2017.

99.3 BT Group Replaces Legacy WFO Solutions with NICE for Contact Center Revitalization, Dated September 7, 2017.

99.4 Text-to-911 Trailblazer BVCOG Deploys NICE Inform Text Recording Solution, Dated September 11, 2017.

99.5 BenchmarkPortal Joins NICE inContact DEVone Developer Program Adding Automated Benchmarking to CXexchange Marketplace, Dated September 13, 2017.

99.6 NICE inContact Announces Summer 2017 Release of CXone with Industry-first Fully Integrated Workforce Optimization with Analytics-based Omnichannel Routing, Dated September 14, 2017.

99.7 NICE Unveils Its Open Framework Ecosystem for Cognitive Robotic Automation, Dated September 19, 2017.

99.8 NICE CXone WFO Brings Enterprise-Class Workforce Optimization to Amazon Connect Customers, Dated September 20, 2017.

99.9 CIOReview’s Top 20: NICE Actimize Named One of 2017’s Most Promising Enterprise Risk Management Solution Providers, Dated September 25, 2017.

100.0 Your Customer Service Isn’t As Effective As You Think It Is, According to New NICE inContact Survey That Reveals Gaps Between Business and Consumer Perceptions, Dated September 26, 2017.

100.1 Nimble Group Selects NICE’s Next Generation AI-Powered Nexidia Analytics Solution to Improve Customer Service, Dated September 27, 2017.

100.2 NICE inContact CXone Transforms One-on-One Experiences with the Addition of RiverStar Unified Agent Desktop’s Customized Process Workflows, Dated September 28, 2017.

EX-99 2 exhibit_99-1.htm EXHIBIT 99.1

Exhibit 99.1

AnswerDash Joins NICE inContact DEVone Developer Program Adding

Artificial Intelligence Powered Self-Service Connector to CXexchange Marketplace

AnswerDash Connector Enhances CXone Web, Mobile and Chatbot Functionality for NICE inContact Users

Salt Lake City – Sept. 5, 2017 – NICE inContact (Nasdaq:NICE) today announced that AnswerDash has joined the DEVone developer program and has artificial intelligence powered self-service support products available on CXexchange marketplace, the most extensive technology ecosystem currently available in the customer experience market. Products available on CXexchange are designed to integrate with NICE inContact CXone™, the world’s No.1 cloud customer experience platform.

NICE inContact CXone empowers organizations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations. To meet the needs of organizations of all sizes, CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence (AI)—all on an Open Cloud Foundation.

AnswerDash Connector for NICE inContact CXone provides AI-powered self-service support for web, mobile and chatbots in a floating help tab, or AnswerBot for Facebook Messenger. AnswerDash extends CXone Omnichannel Routing with new chatbot functionality for a frictionless self-service user experience, and thereby reducing support tickets and increasing sales conversions.

NICE inContact customers will benefit from the AnswerDash Connector by enabling:

Predictive, point-and-click self-service user experience on inContact customer websites

Cost savings by reducing support tickets by an estimated 30-50%

Sales improvements by an estimated 10-30% increase in lead and trial conversions

“AnswerDash is excited for this partnership with NICE inContact and being part of CXexchange,” said Don Davidge, VP Sales and Marketing, AnswerDash. “Our technology helps customers leverage the power of AI to deliver contextual and personalized self-service support and is now integrated with CXone.”

DEVone offers partners broad tools and resources to enable them to create new applications on CXone including over 250 available APIs, extensive documentation and support, and access to an online developer community.  Companies interested in how AnswerDash works with CXone can visit CXexchange to view the application, see a demo and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their CXone-based applications.

Paul Jarman, CEO, inContact, said: “We are pleased to provide more options for artificial intelligence with AnswerDash’s new chatbot capability now available in CXexchange marketplace. Companies looking to transform customer experience with new self-service technology can access revolutionary new products and easily implement them in their contact center operations with CXone.”

About NICE inContact

NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.

NICE inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes NICE inContact CXone cloud, an expert service model and the broadest partner ecosystem. www.incontact.com

NICE inContact Media Contact

Cheryl Andrus, +1 801 320 3646, cheryl.andrus@incontact.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. Jarman, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the Company). In some cases, such forward-looking statements can be identified by terms such as believe, expect, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

EX-99 3 exhibit_99-2.htm EXHIBIT 99.2

Exhibit 99.2

European Public Sector Agency Improves its Service Operations with

NICE Robotic Process Automation

The agency has achieved good results with the NICE solution, cutting processing costs, reducing

errors, and in some instances cutting average call handling time by up to 40%

Hoboken, N.J., September 6, 2017 – NICE (Nasdaq:NICE) today announced that a major European public sector agency has delivered significant improvements by implementing NICE Robotic Process Automation (RPA) which streamlines manual processes and allows employees to focus on high-value activities.

Working as part of an Automation Delivery Center set up by the agency, NICE engineers supported the design and building of multiple automation workflows in a few weeks, and helped deploy them. The solution offers both “unattended” automation, where robots perform tasks end-to-end, and “attended” automation, which requires inputs from human employees. This element of collaboration between humans and robots is a huge advantage of NICE’s RPA solution, as processes often require a human touch at some point.

The Automation Delivery Center allows the agency’s staff to independently and rapidly adapt successful robotic automation workflows to processes across the organization, including:

300,000 cases processed annually by Robots where 85% is done without human intervention and the remaining passed to humans for processing

Automated responses to requests for financial information, including gathering and analyzing customer data in a fraction of the time taken by humans

Routing specific work items to human teams with the right skills and availability

Real-time, on-screen guidance to help frontline representatives preempt customer questions and reduce repeat calls

The improved process efficiencies, which support over 5,000 employees, including the use of attended and unattended Robots, are clearly evidenced in the following achievements:

An 80% reduction in processing costs

In some of the call center processes, up to 40% reduction in average call handling times has been achieved

Elimination of human error in data entry and consistency in delivery

As the NICE Robotic Process Automation solutions are rapidly scalable, they accommodate seasonal peaks of work without requiring the hiring of temporary staff. The automated processes further reduce pressure by facilitating greater customer self-service.

John O’Hara, president of NICE EMEA, said:

“NICE’s Robotic Process Automation technology is a key element of the agency’s digital transformation agenda, offering agility and ease of deployment to meet the agency’s needs at all times. The solution also promotes better employee engagement and satisfaction, as humans can remain focused on delivering better frontline service. In this way, the robotic and human workforce work hand in hand to reinvent customer service.”

About NICE

Corporate Media Contact

Ilana Hart, +972-9-775-3818, ilana.hart@nice.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. 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, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

EX-99 4 exhibit_99-3.htm EXHIBIT 99.3

Exhibit 99.3

BT Group Replaces Legacy WFO Solutions with NICE for Contact

Center Revitalization

Leading telecom multinational adopted NICE WFM, Engage and Nexidia Analytics for improved

customer service, employee engagement and savings

Hoboken, N.J., September 7, 2017 – NICE (Nasdaq:NICE) today announced that BT Group, a leading United Kingdom-based multinational communications company, has selected NICE’s solutions to transform its contact center operations. Replacing its previous recording and workforce management solutions, BT is implementing NICE WFM, NICE Engage, and Nexidia Analytics across the Group over the next three years.

BT Group PLC, with operations in around 180 countries, supplies telecom services to corporate and government customers worldwide. The company also provides telephony, broadband and subscription television services to around 10 million UK customers.

Seeking to transform its contact center operations, BT decided to upgrade and centralize its platforms for improved customer experience, optimized total cost of ownership, and ensured regulatory compliance. To this end, BT undertook an extensive selection process that resulted in standardizing on NICE for multi-channel recording, speech and text analytics and workforce management (WFM).

BT chose the NICE solutions for its contact center revitalization due to NICE’s excellent service management and quantifiable metrics, which indicated improved business outcomes.

In addition, NICE WFM demonstrated the capacity to manage and forecast the activities of thousands of BT contact center agents, including the optimization of a multi-skilled workforce. The solution also improves employee engagement and generates a significant reduction in annual administrative costs.

The NICE Engage platform provides BT with the world’s leading enterprise-grade multi-channel recording, archiving and streaming solution. As another key element in its contact center transformation, BT selected Nexidia Analytics to address the need for in-depth insights into customer and agent behavior based on speech and text interactions.

Libby Barr, Managing Director of Consumer Customer Care, BT Group: “After extensive research we concluded that the NICE WFM, Engage and Analytics platforms were the best in the market, with a proven track record of helping organizations such as ourselves deliver better outcomes for our customers whilst also allowing for simplified support processes. We look forward to partnering with NICE as we embed their use into our contact centers.”

Rachel Higham, Managing Director of IT, BT Group: “The NICE Workforce Management technology deployed across all BT customer service organizations is a fundamental requirement in order to support a multi-brand, multi segment advisor. We chose the NICE hosted solution to reduce deployment timescales. NICE’s integrated platforms permit increased operational flexibility and will contribute to a faster return on our investments in contact center infrastructure.”

John O’Hara, president of NICE EMEA: “With the roll-out of the three complementary NICE solutions at BT – focused on employees, channels and customers – they are reinventing customer service and significantly improving employee engagement with new features and functionalities. BT’s contact center evolution reflects NICE’s position as a driver of actionable insights and efficiency across customer-centric operations in the telecommunications industry, with solutions that both reward and create successful employees.”

About BT

BT’s purpose is to use the power of communications to make a better world. It is one of the world’s leading providers of communications services and solutions, serving customers in 180 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to its customers for use at home, at work and on the move; broadband, TV and internet products and services; and converged fixed-mobile products and services. BT consists of six customer-facing lines of business: Consumer, EE, Business and Public Sector, Global Services, Wholesale and Ventures, and Openreach. For the year ended 31 March 2017, BT Group’s reported revenue was £24,062m with reported profit before taxation of £2,354m. British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York. For more information, visit www.btplc.com

About NICE

Corporate Media Contact

Ilana Hart, +972-9-775-3818, ilana.hart@nice.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. 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, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

EX-99 5 exhibit_99-4.htm EXHIBIT 99.4

Exhibit 99.4

Text-to-911 Trailblazer BVCOG Deploys NICE Inform Text Recording Solution

9-1-1 centers will rely on the NG9-1-1-ready NICE Inform to record, document and

reproduce Text-to-911, voice, and other multimedia communications for incident

reconstruction and investigations

Hoboken, N.J. – September 11, 2017 – NICE (Nasdaq:NICE) announced today that the Brazos Valley Council of Governments’ (BVCOG) seven 9-1-1 centers are deploying NICE Inform to record and manage reproduction requests for all emergency calls, including Text-to-911 communications. NICE Inform goes beyond capturing 9-1-1 texts to enable PSAPs to search for, retrieve, export, save and share text conversations and associated metadata for investigations. Texts can also be combined with 9-1-1 and radio calls, screen recordings, GIS and CAD incident data, into comprehensive incident timelines.

BVCOG has the distinction of being the first agency in the United States to complete a Text-to-911 call using Airbus DS Communications’ VESTA® 9-1-1 integrated VESTA® SMS system which enables native handling of text and voice in a single application. The BVCOG (TX) Regional 9-1-1 program encompasses seven 9-1-1 centers in six counties: Washington County 9-1-1, Burleson County Sheriff’s Office, Grimes County Sheriff’s Office, Navasota Police Department, and the Leon County, Madison County and Robertson County Sheriff’s Offices.

“As one of the early adopters of Text-to-911, BVCOG is a trailblazer in Next Gen emergency communications,” said Chris Wooten, Executive Vice President, NICE. “BVCOG also recognizes the importance of capturing and preserving Text-to-911 communications for incident reconstruction and investigations, and is committed to doing it the right way, with NICE Inform.”

“Public Safety agencies would never think twice about recording every 9-1-1 call, even though they may only need to retrieve one call out of a thousand for legal documentation,” said Anita Pitt, 9-1-1 Program Manager, Brazos Valley Council of Governments (BVCOG). “Agencies need to put the same emphasis on recording 9-1-1 Texts. NICE Inform provides our 9-1-1 centers with complete legal documentation of SMS 9-1-1 Texts, should they need it. It captures exactly what we need in exactly the right format.”

NICE Inform goes beyond simply capturing 9-1-1 Texts to enable BVCOG to search for, retrieve, export, save and share text conversations, and associated metadata, for investigations. In addition to capturing the 9-1-1 SMS text conversations, NICE Inform also captures all of the metadata that comes in from the text stream. BVCOG 9-1-1 supervisors and records custodians can export and save complete text conversations in various formats (.txt, .pdf, .csv) along with complete metadata (e.g. caller ID, location, date/time stamps, etc.), for comprehensive insight into who texted, from where and when, and what was said.

NICE Inform is currently deployed at the Navasota Police Department, and at the Leon County and Grimes County Sheriff’s Offices, and will soon be rolled out to the remaining four BVCOG 9-1-1 centers. NICE is working with its partner Voice Products Inc. to complete the installation.

NICE Inform is integrated with and certified to support leading NG9-1-1 call handling and Text-to-911 applications. By investing in NICE Inform, PSAPs can achieve complete multimedia capture and incident reconstruction capabilities today while equipping themselves to capture and manage Text-to-911 and future NG9-1-1 multimedia communications.

About BVCOG

The Brazos Valley Council of Governments (BVCOG) is a multi-purpose voluntary organization of, by and for local governments in the seven county Brazos Valley Region of Texas. The BVCOG serves over 315,000 citizens and covers an area of 5,109 square miles. The Brazos Valley Council of Governments Regional 9-1-1 program encompasses seven Public Safety Answering Points (PSAPs): Washington County 9-1-1, Burleson County Sheriff’s Office, Grimes County Sheriff’s Office, Navasota Police Department (also in Grimes County), and the Leon County, Madison County and Robertson County Sheriff’s Offices. The PSAPs are responsible for answering all the 9-1-1 calls that originate from a defined geographic area. Collectively, these seven PSAPs handle approximately 150,000 9-1-1 calls annually. The BVCOG 9-1-1 program also oversees the planning, implementation, upgrades and financial responsibilities of 9-1-1 service and county database maintenance projects. More info at http://www.bvcog.org/ and http://www.bvcog.org/programs/911-regional-planning/

About NICE

Corporate Media Contact

Ilana Hart, +972-9-775-3818, ilana.hart@nice.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. 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, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

EX-99 6 exhibit_99-5.htm EXHIBIT 99.5

Exhibit 99.5

BenchmarkPortal Joins NICE inContact DEVone Developer Program

Adding Automated Benchmarking to CXexchange Marketplace

iBenchmark enhances CXone with benchmark data that drives improvement programs for

nice inContact users

Salt Lake City, September 13, 2017 – NICE inContact (Nasdaq:NICE) today announced that BenchmarkPortal has joined the DEVone developer program and has automated benchmarking products available on CXexchange marketplace, the most extensive technology ecosystem currently available in the customer experience market. Products on CXexchange are designed to integrate with NICE inContact CXone™, the world’s No. 1 cloud customer experience platform.

BenchmarkPortal’s iBenchmark offering provides automated benchmarking that augments CXone reporting capabilities with regular updates of key performance metrics that managers use for measuring their operational progress and their competitive position. BenchmarkPortal manages the world’s largest database of contact center metrics, which CXone customers may now leverage for the first time through the use of iBenchmark.

NICE inContact customers will benefit from the iBenchmark automated benchmarking by enabling managers to:

Automatically see their competitive position on key performance metrics, without having to pore over management reports and input data manually;

Map their negative metrics to specific people, process and technology issues with assistance from iBenchmark experts;

Develop improvement programs that will demonstrably save money for the contact center and improve the customer experience;

Leverage their iBenchmark experts to help track progress and compute savings, improvements in revenue, and ROI.

All contact center operations need to track and improve their competitive position. iBenchmark provides all this and more, at a very affordable price.

“We are very excited for this partnership with NICE inContact and being part of CXexchange,” said Bruce Belfiore, BenchmarkPortal CEO. “Our technology helps customers obtain vital benchmarking data, and, by including seasoned professionals as part of the offering, we provide a level of service and business intelligence found nowhere else. iBenchmark relies on our patented technology, and is now integrated with CXone.”

DEVone offers partners broad tools and resources to enable them to create new applications on CXone including over 250 available APIs, extensive documentation and support, and access to an online developer community. Companies interested in how iBenchmark works with CXone can visit CXexchange to view the application, see a demo and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their CXone-based applications.

Paul Jarman, CEO, inContact:

“CXone is an open technology platform allowing companies like BenchmarkPortal to provide innovations to all of inContact’s end users. Having products readily integrate with CXone, like iBenchmark, provide value-added services to help contact center operations improve competitive positions. We welcome Benchmark Portal as part of the CXexchange marketplace.”

About NICE inContact

NICE inContact Media Contact

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

EX-99 7 exhibit_99-6.htm EXHIBIT 99.6

Exhibit 99.6

NICE inContact Announces Summer 2017 Release of CXone with

Industry-first Fully Integrated Workforce Optimization with Analytics-

based Omnichannel Routing

The latest release of the world’s No. 1 cloud customer experience platform revolutionizes

organizations’ ability to provide best-in-class customer experience with omnichannel

journey management, analytics-based routing, and unified workforce optimization

SALT LAKE CITY – September 14, 2017 – NICE inContact (Nasdaq:NICE) today ushered in a new era of customer experience management with the CXone Summer 2017 release. By introducing innovative cloud native workforce optimization (WFO) applications, NICE inContact CXone™ is the first and only platform that combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence—all built on an Open Cloud Foundation. CXone is designed to meet the needs of organizations of all sizes and through its unified application suites, is uniquely capable of helping organizations power seamless experiences for both customers and employees.

CXone improves customer experience with comprehensive omnichannel journey management for all voice and digital channels and improved routing accuracy for digital channels through analytics-based routing. In addition, customer developers and partners are empowered to innovate with the most extensive customer experience ecosystem, DEVone developer program and CXexchange marketplace.

“Providing a complete solution, including integrated omnichannel routing, analytics, workforce optimization and automation, is crucial for success in the customer service industry,” said Paul Jarman, CEO, NICE inContact. “Our purpose-built solution helps contact centers achieve their business goals and meet the rapidly evolving needs of the modern customer service industry.”

Analyze and Intelligently Route Omnichannel Customer Interactions

NICE inContact CXone is the only customer experience platform to deliver a complete omnichannel analytics product addressing all customer interactions, including voice and digital channels. Customers can now analyze the full spectrum of their customers’ omnichannel experiences in order to pinpoint positive and negative customer interactions, understand associated drivers, and take informed, immediate action to improve customer satisfaction.

Building on advanced routing functionality introduced in the Spring Release that includes text-based routing by topic, language, and sentiment, the Summer Release makes it possible to move past rudimentary email handling approaches and greatly improve email routing accuracy and agent productivity. A new user interface makes it easy to customize text analysis based on company-specific or industry-specific terminology and to create custom categories for monitored discussion topics.

Increase Ecommerce Sales and First Contact Resolution with Proactive Agent Assist for Web and Mobile

By empowering customer service agents to identify and proactively assist online shoppers that are ‘stuck’, businesses can now grow ecommerce revenue faster. New collaborative browsing capabilities improve ecommerce sales conversion rates and resolve more interactions during first contact (FCR). These new and enhanced customer interaction channels include:

Co-browsing for CXone: Provide agents with the ability to guide customers through their online customer journey. Agents can share web pages or online forms with customers and provide assistance using visual hints such as highlighting areas on the page or form.

Advanced and Proactive Chat for CXone: Organizations now have flexible and customizable options for offering chat on their company website. Advanced chat allows agents to synchronize their screen display with the customer’s to deliver truly personalized service and support while browsing. Proactive chat allows contact centers to manage costs by controlling how chat is offered using a rules-based Intelligence Engine. Brands can now selectively offer chat assistance, for example, when a customer’s shopping cart is over a predetermined value or when time spent on a particular web page exceeds average lengths.

Improve Employee Experience with Fully Unified, Cloud Native Workforce Optimization

With this release, NICE inContact introduces the first fully unified, cloud native Workforce Optimization solution, CXone Workforce Optimization. Jointly developed by the WFO experts at NICE and inContact, this unified cloud native solution brings together the power of the CXone platform, and delivers Omnichannel Routing and Analytics in a single, modernized, and easy-to-use interface. User Management across all CXone products now takes a “one and done” path, eliminating the need for manual re-entry of user profiles and settings. The CXone Workforce Optimization suite includes:

CXone Recording – Capture all voice and non-voice interactions with audio and screen recording. A simplified interface and familiar approach to search reduces the effort to locate specific contacts and criteria.

CXone Quality Management – Plan, evaluate, and coach easily with a consistent user interface and an easy-to-manage evaluation process.

CXone Workforce Management – Gain control over occupancy with the industry’s most accurate and patented forecasting tools.

Empower Customer Developers and ISV Partners to Innovate with the Most Comprehensive Customer Experience Developer Program and Marketplace

To enable customer IT teams and ISV partners to tap into the power and extensibility of the CXone platform, DEVone developer program offers broad tools and resources that enables them to easily create new applications, integrations, and customizations for CXone. DEVone includes over 250 RESTful APIs, extensive documentation, support, and access to an online developer community with forums to share knowledge with other customers, partners and NICE inContact programmers. ISV partners also receive support to build extensions to the CXone platform for inclusion on CXexchange, the leading online customer experience marketplace.

CXexchange offers a centralized, state of the art marketplace for ISV partners to market and sell their applications and integrations built for CXone. NICE inContact users can visit CXexchange to compare solutions from over 65 providers, view product demos, and choose the right technology to extend and enrich their CXone platform.

About NICE inContact

Corporate Media Contact

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

EX-99 8 exhibit_99-7.htm EXHIBIT 99.7

Exhibit 99.7

NICE Unveils Its Open Framework Ecosystem for Cognitive Robotic Automation

NICE’s open robotic automation framework drives intelligent process execution through

integration with leading AI technologies

Hoboken, N.J., September 19, 2017 – NICE (Nasdaq:NICE) today announced a new framework for integration with cognitive software vendors, enabling organizations to take their customer self-service channels and process automation capabilities to new heights. By integrating with the industry’s leading Artificial Intelligence (AI) technology vendors for Optical Character Recognition (OCR), chat and voice bots, and Machine Learning, as well as with its in-house cognitive solutions for Text Analytics and Natural Language Processing, NICE’s cognitive eco-system provides businesses with the capabilities to offer their customers a complete service offering, which gets smarter over time.

One of the main ways to expand the capabilities of smart cognitive communication tools is by integrating with chatbots. Fully integrated into backend systems, Robotic Automation has the capability to provide real-time customer data to the chatbot as well as enabling the bot to execute bespoke customer requests. This deepens the ability of the bots to handle more complex and unique customer requests in real time. The emergence of more intelligent bots is just the start of expanding the 24-hour customer self-service domain, giving customers the flexibility to interact with service centers within a timeframe of their choice.

Additionally, cognitive decisioning and machine learning unleash a more intelligent robotic workforce. This enables the robots to analyze, interpret and understand large volumes of customer requests, thereby enabling continual learning and improvement of business process automation. Relying on its new open framework for integrations with these advanced AI technologies, the NICE robots can process unstructured data from multiple sources (e.g. emails, chats, scanned documents etc.) and support more complex business needs and service requests.

Miki Migdal, president of the NICE Enterprise Product Group:

“Our customers are looking to artificial intelligence as the next step in their automation journey – and we are proud to be there for them, jointly reinventing process automation with the latest in cognitive technology. The innovative NICE framework opens up a new set of automation opportunities based on the smartest cognitive technologies on the market today, both from our own portfolio as well as from third-party vendors. As a result, NICE Robotic Automation handles customer interactions faster, more comprehensively, and with more accuracy than ever before. This expansion in capabilities is the latest in the ongoing development of our process automation platform, which we are committed to continue to bring to our customers.”

About NICE

Corporate Media Contact

Ilana Hart, +972-9-775-3818, ilana.hart@nice.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. Migdal, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the Company). In some cases, such forward-looking statements can be identified by terms such as believe, expect, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

EX-99 9 exhibit_99-8.htm EXHIBIT 99.8

Exhibit 99.8

NICE CXone WFO Brings Enterprise-Class Workforce Optimization to

Amazon Connect Customers

The industry’s leading cloud workforce optimization suite offers a robust set of capabilities for

engaging employees and driving customer satisfaction while reducing costs

Hoboken, N.J., September 20, 2017 – NICE (Nasdaq: NICE) today announced that it is offering its market-leading CXone Workforce Optimization (WFO) suite as a cloud-native application on Amazon Web Services (AWS) to Amazon Connect customers. This integration gives users powerful and flexible WFO features, enabling an exceptional customer experience.

The NICE CXone platform enables continuous and non-disruptive feature delivery as organizations using Amazon Connect scale up or down to meet specific business needs. The full suite of CXone WFO solutions includes advanced forecasting capabilities, agent-preference-based scheduling, and user-friendly quality management and recording tools for monitoring, evaluating and coaching employees. Sign-up and onboarding takes only a few minutes, delivering a faster return on investment.

“Workforce optimization plays a critical role for Amazon Connect customers,” said Pasquale DeMaio, General Manager of Amazon Connect at Amazon Web Services, Inc. “The NICE cloud-based CXone WFO product, integrated with Amazon Connect, will provide value to our customers and empower enterprises to deliver world-class customer service experiences.”

Miki Migdal, President of the NICE Enterprise Product Group:

“We are excited to announce our latest initiative in delivering the market’s leading cloud-native WFO solution. By bringing the flexibility of NICE CXone WFO to organizations benefiting from the efficiencies of Amazon Connect’s automatic call distributor (ACD), NICE is enabling contact centers to focus on engaging and optimizing their workforce. And an effective and motivated workforce is the driving factor behind customer satisfaction and meeting business goals.”

About NICE

Corporate Media Contact

Ilana Hart, +972 9 775 3818, ilana.hart@nice.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. Migdal, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the Company). In some cases, such forward-looking statements can be identified by terms such as believe, expect, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

EX-99 10 exhibit_99-9.htm EXHIBIT 99.9

Exhibit 99.9

CIOReview’s Top 20: NICE Actimize Named One of 2017’s Most

Promising Enterprise Risk Management Solution Providers

Leading advances in risk management, NICE Actimize continues to invest in Robotic

Process Automation to boost effectiveness of compliance-related tasks

NEW YORK – September 25, 2017 – NICE Actimize, a NICE (Nasdaq:NICE) business and the largest and broadest provider of financial crime, risk and compliance software for the financial services industry, has been named one of CIOReview Magazine’s 2017 “20 Most Promising Enterprise Risk Management Solution Providers.”

Leading the industry in financial crime and compliance solutions, NICE Actimize is investing heavily in innovative approaches, further integrating analytics and machine learning competencies into its targeted financial crime and case management solutions to ensure greater efficiency and cost savings for clients, said CIO Review.

The editorial profile further states, “Clients are very receptive to the notion that they can take greater advantage of their case management platforms, without implementing an entirely new tool, to consolidate internal and external data from multiple information sources into a single system, reducing the need for analysts to access multiple different applications during their investigations. Even incremental enhancements to the data-gathering process can add up to huge collective savings of time, freeing up investigators to focus on real risks.”

Harvi Sachar, Publisher and Founder, CIO Review

“Cognitive technology, artificial intelligence and data analytics are helping organizations detect, predict, manage and prevent risks. In addition, behaviorial science in the workplace is also progressing. Companies are harnessing risks insights derived from it to detect risky behavior and cognitive biases, while also strengthening protocols. We are pleased once again to name NICE Actimize as a leader in Enterprise Risk Management and financial crime solutions innovation, a firm that is well focused on bringing technological advancements to the enterprise risk management category.”

Joe Friscia, President, NICE Actimize

“Financial services organizations continue to rank risk management high on their priority list. Robotic Process Automation, machine learning and artificial intelligence are the keys to better resource utilization and work to boost effectiveness of compliance-related tasks and actions. We are already showing clients that intelligent automation lies within reach today, how it supports investigations systems that may already be in place and can save organizations time and money while enabling better outcomes. NICE Actimize is honored to be recognized by CIO Review’s editorial board for innovation in robotic process automation and enterprise risk management.”

RPA is one of the fastest growing operational concentrations for the enterprise today, with industry estimates predicting the market for RPA growing to $98.4 billion by 2020, according to Transparency Market Research.

To learn more about NICE Actimize Robotic Process Automation and case management solutions, click here.

About CIO Review

CIO Review constantly endeavors to identify “The Best” in a variety of areas important to tech business. Through nominations and consultations with industry leaders, our editors choose the best in different domains. The publication’s Enterprise Risk Management Special Edition is an annual listing of 20 Most Promising Enterprise Risk Management Solution Providers in the U.S.

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

Press Contact:

Cindy Morgan-Olson

+1-551-256-5000

NICE Actimize

cindy.morgan-olson@niceactimize.com

Investors:

Marty Cohen

+1-551-256-5354

ir@nice.com

Yisca Erez

+972-9-775-3798

NICE Ltd.

ir@nice.com

Trademark Note: Actimize, the Actimize logo, NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. and/or its subsidiaries. All other marks are trademarks of their respective owners. For a full list of NICE's marks, please see: http://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. Friscia and Mr. Sachar, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the Company). In some cases, such forward-looking statements can be identified by terms such as believe, expect, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

EX-99 11 exhibit_100-0.htm EXHIBIT 100.0

Exhibit 100.0

Your Customer Service Isn’t As Effective As You Think It Is, According

to New NICE inContact Survey That Reveals Gaps Between Business

and Consumer Perceptions

Across more than 10 different customer experience channels, consumers rated customer

service 17% lower, on average, than businesses rated their own success in meeting customer needs

SALT LAKE CITY – September 26, 2017 – NICE inContact, (Nasdaq:NICE) today announced a ground-breaking study comparing how businesses rate their success across more than 10 customer experience channels versus the actual experience and satisfaction that customers report in those channels. The new research, the second wave of the NICE inContact Customer Experience Transformation Benchmark Study, analyzes how customer service organizations think they are delivering in both agent-assisted and self-service channels including interactions with contact center agents via phone, email, chat, social media, and text as well as through web self-service, mobile applications, and interactive voice response (IVR). The research demonstrates a significant disconnect in how businesses perceive their customer service channels are performing, and how consumers actually feel about the level of service they are receiving.

The gap in agent-assisted channels is 18 points between what businesses and consumers report with businesses rating overall success of 63 percent for inbound/outbound calls, online chat/video, SMS Text, and social media. Whereas consumers give those same channels only 45 percent success rating—a gap of 18 points. The biggest difference is with inbound/outbound voice calls at 28 points.

For self-service channels businesses report an overall success rate of 52 percent for customer satisfaction, yet consumers give only 39 percent success rating—a gap of 13 points. Self-service channels included website, mobile app, automated phone menu, and virtual assistants (i.e. chatbots). For these channels, the biggest difference is with automated phone menu or interactive voice response (IVR) with a gap of 27 points.

The new research builds on the first wave of the customer experience study that revealed consumer responses, published in April 2017. The NICE inContact second wave research surveyed businesses to gain insight into how they think they are meeting customer service needs, which channels businesses prefer to communicate through, and how satisfied businesses think their customers are with service experiences across channels. The results confirmed that businesses are offering multiple channels to satisfy customers’ needs and preferences, as well focusing on being quick and providing complete information, regardless of channel.

“While both businesses and consumers agree that omnichannel options are essential for positive customer experiences, there is a clear divide in how successfully businesses are delivering those experiences across channels, and what priorities should be,” said Paul Jarman, CEO at NICE inContact. “It’s imperative that businesses pay closer attention to consumer preferences, and deploy technologies and strategies that best meet those needs – as quickly as possible, across all service channels.”

The Disconnect Between Businesses and Consumers

•

Online chat is viewed by consumers as the channel with the highest satisfaction rating—yet businesses rate chat as their least successful channel.

Only 16 percent of businesses selected chat as one of their top three most preferred channels whereas 39 percent consumers placed online chat as one of their most preferred channels. While phone calls and email are still preferred more highly by both business and consumers, chat represents an opportunity for businesses to meet consumers in a highly preferred channel.

•

For agent-assisted channels, businesses rate email a success despite low customer satisfaction

Sixty-four percent of businesses rate email a successful channel for customer interactions, while only 43 percent of consumers are satisfied when using that channel.

•

Major disconnect between how consumers and businesses rate mobile apps

Consumers most consistently rate mobile apps as the channel that elicits the most positive emotions for customer service. Businesses, however, underestimate the impact, with mobile apps rated as one of the least likely to produce consumer positivity.

•

Businesses misaligned with customers on personalization

Twenty-one percent of consumers studied rate personalized service as a top priority, compared to only 13 percent of businesses.

Where Businesses and Consumers Agree

•

Research shows agent-assisted phone calls are king, yet consumers still expect omnichannel options

Businesses believe they have the highest service resolution success rates with the phone (68 percent), and consumers reported to prefer phone interactions the most. More than 50 percent of businesses offer all agent-assisted and self-service options (online chat/video, SMS, social media), even though most customers still heavily rely on phone calls for fastest resolution.

•

Speed is the highest priority for both customers and businesses

For self-service channels, both businesses and customers agree that fast resolution is the number one priority for customer service. For agent-assisted, businesses prioritize providing the most complete information over speed, though customers still rate speed the top priority.

•

Fifty-two percent of consumers strongly agree – point them in the direction of fastest resolution

More than half of consumers expect companies to point them to the channel that will resolve the solution the fastest. Businesses understand the importance of speed, too, with 51 percent strongly agreeing that this is key to consumers.

NICE inContact is a gold sponsor at ICMI’s Contact Center Demo 2017 conference being held September 25-27 in Las Vegas, NV. NICE inContact is exhibiting at booth #508 and will be presenting a 25-minute session about the research on Tuesday, September 26 at 10:50-11:15 am in the Solution Spotlight Theater.

About This Report

NICE inContact surveyed 300 contact center decision makers using a business panel for the Business Wave of the research. For the Consumer Wave, NICE inContact surveyed more than 700 consumers who had experienced a customer service interaction in the past three months. For more information, download the latest research report here.

About NICE inContact

NICE inContact is the cloud contact center software leader, with the world’s No. 1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is the industry’s largest partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. NICE inContact is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG. www.incontact.com

Media Contact

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

EX-99 12 exhibit_100-1.htm EXHIBIT 100.1

Exhibit 100.1

Nimble Group Selects NICE’s Next Generation AI-Powered Nexidia

Analytics Solution to Improve Customer Service

The South African company will leverage powerful insights from the market’s leading analytics

solution to improve agent performance and regulatory adherence

Hoboken, N.J., September 27, 2017 – NICE (Nasdaq:NICE) today announced that Nimble Group, an asset management and collections leader, is implementing Nexidia Analytics across all of its customer interactions in order to improve its customer service.

With 100 percent of calls rapidly captured and analyzed, Nimble Group will be able to ensure that its contact center agents adhere to required scripts and regulatory requirements. In addition, Nexidia Analytics provides unified metrics that allow company supervisors to identify and implement best practices, as well as coaching opportunities, among their agents.

Nimble Group provides services in the non-performing loan market through offices in South Africa, Botswana, Namibia, Ghana and Kenya. The company’s 1,400 agents handle over 300,000 inbound and outbound calls per day, all of which are now analyzed by Nexidia Analytics. The solution uses deep learning neural networks to perform sophisticated searches across Nimble’s contact center interactions in order to drive actionable business insights that the company can use to improve customer service.

Nimble selected the next generation analytics solution due to its speed and comprehensiveness, as well as the specific financial services expertise of NICE’s Managed Analytics Services (MAS). With the support of the MAS team, the Nimble Group has uncovered deep, impactful insights and achieved a rapid time to value.

Rowan Gordon, Nimble Group CEO, said: “NICE understood exactly what our requirements were, from both a commercial and business perspective, and they were able to perfectly calibrate Nexidia Analytics to meet our needs – including fine-tuning the voice analytics tools for South African accents. We can now completely concur with the many positive endorsements we heard from Nexidia customers, highlighting the great value they saw from this solution.”

John O’Hara, president, NICE EMEA, said: “We are proud to partner with Nimble Group in order to help them unlock the power of ‘analytics with no limits.’ Our Nexidia Analytics solution, based on AI-powered speech recognition technology, offers unparalleled accuracy and scalability, allowing the company to analyze huge volumes of customer insights and quickly understand what actions need to be taken to improve its operations and remain compliant. By selecting the market’s most advanced analytics solution, Nimble Group has demonstrated its commitment to reinventing customer service and achieving business success across the enterprise.”

About NICE

Corporate Media Contact

Ilana Hart, +972 9 775 3818, ilana.hart@nice.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. 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, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

EX-99 13 exhibit_100-2.htm EXHIBIT 100.2

Exhibit 100.2

NICE inContact CXone Transforms One-on-One Experiences with the

Addition of RiverStar Unified Agent Desktop’s Customized Process Workflows

RiverStar joins DEVone Developer Program Including CXone-integrated Agent Desktop

on CXexchange Marketplace

Salt Lake City – September 28, 2017 – NICE inContact (Nasdaq:NICE) today announced that RiverStar has joined the DEVone developer program and has an agent desktop product available on CXexchange marketplace, the most extensive technology ecosystem currently available in the customer experience market. Products available on CXexchange are designed to integrate with NICE inContact CXone™, the world’s No. 1 cloud customer experience platform.

RiverStar provides the RiverStar Unified Agent Desktop that extends My Agent eXperience - MAX agent interface on CXone with the ability to unify agents’ desktop workflow experience. Unified Agent Desktop integrates tightly with both NICE inContact CXone and a company’s existing business systems – creating a single workspace to seamlessly manage customer interactions and providing agents with all the information they need in one central view.

NICE inContact customers will benefit from RiverStar Unified Agent Desktop by enabling:

Customized process workflows and custom call scripts that follow specific business needs or industry requirements without being restricted by the limitations of existing systems

Personalized customer interactions with integration into your enterprise systems and your interaction history to pull relevant customer or situational information when its needed, on demand— improving customer satisfaction and decreasing call times

Seamless call management that empowers agents to manage their entire workflow directly from their desktop without switching between systems

“RiverStar is excited for this partnership with NICE inContact and being part of CXexchange,” said Bob Fike, RiverStar CEO. “This integration with CXone will truly help create a more efficient contact center environment that results in a more positive experience for both customers and agents - personalizing customer experiences, providing better answers and increasing customer retention.”

DEVone offers partners broad tools and resources to enable them to create new applications on CXone including over 250 available APIs, extensive documentation and support, and access to an online developer community.  Companies interested in how RiverStar works with CXone can visit CXexchange to view the application, see a demo and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their CXone-based applications.

“NICE inContact tranforms one-on-one customer experiences with our cloud contact center solutions,” said Paul Jarman, CEO of inContact. “The integration of the RiverStar agent desktop with CXone creates a clearer path to a more positive customer experience. We welcome RiverStar as part of the CXexchange marketplace.”

About NICE inContact

NICE inContact Media Contact

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