How they describe themselves: NICE is the worldwide leader of intent-based solutions that capture and analyze customer interactions and transactions, realize intent, and extract and leverage insights to impact customer interactions in real time. NICE solutions enable organizations to improve customer experience, expand their business, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies and many of the top world financial institutions.
How they describe their product/innovation: NICE Mobile Reach complements mobile banking by intelligently bridging mobile self-service and assisted service, creating a customer service experience that is as smart as customers’ devices.
- ENGAGE: It understands customer intent in real-time and recommends, just at the right time, the right channel for fulfilling the customer need.
- CONNECT: When needed, it seamlessly connects the customer with the right agent, bypassing the IVR and transferring the context from the mobile device to the agent desktop.
- COLLABORATE: During a call with an agent, it adds multimedia collaboration tools allowing the customer and agent to exchange text, images, and documents.
The results: great customer experience, boost in mobile banking adoption, higher revenue, and lower service cost.
Press: Erik Snider, Director of Corporate Communication, firstname.lastname@example.org,
Sales: Bill Staunton, Manager, Demand Generation, email@example.com, 201-964-2600
Additional Information about NICE Mobile Reach: Assaf Frenkel, Head of Mobile Customer Service, MobileReach@nice.com, 303-249-3045