São Paulo, June 1, 2017 – NICE today announced that it has won across four categories in the 18th edition of the Modern Consumer (“Consumidor Moderno”) Excellence Awards. NICE was recognized for its leading Analytics, Workforce Optimization (WFO), and Omnichannel Recording solutions, which enable businesses to meet the needs of a demanding customer service environment while optimizing their resources in the contact center and back office.
Award winners were selected based on direct evaluation by users, according to criteria such as satisfaction, continuity of use, recommendation by third parties, customer support, and price. The winners were celebrated during an awards ceremony on May 30, at Tom Brasil.
- NICE Adaptive WFO provides persona based insights into employees’ individual skills and preferences, so they can be directed to where they will be most effective and engaged. When they are meaningfully engaged, customer service agents perform better, managers achieve more, and attrition is reduced. These optimizations create a strong and stable workforce, which, in turn, provides greater customer satisfaction.
- NICE’s next generation analytics solution, Nexidia Analytics, uses deep learning neural networks to perform sophisticated audio and text search across interaction types, such as calls, chats, emails, and surveys. The robust, recording-agnostic solution delivers unmatched value as a driver of business insights.
- The NICE Engage recording platform captures, stores and encrypts interactions across any channel to support organizations’ compliance, and quality practices. It powers rich real time applications, enables seamless communications between various contact center systems, and delivers greater integration with third party technologies and business applications for lower TCO.
"Our awards program recognizes companies that are providing innovative solutions to optimize the experience of their customers and consumers. Obtaining this recognition is the best proof of NICE's successful customer experience management, anticipating the needs of its customers and contributing to high levels of performance and satisfaction,” said Roberto Meir, international specialist in consumer relations, retail and citizenship, and CEO of Grupo Padrão, responsible for the awards.
Luiz Camargo, NICE's General Manager for Brazil and Southern Cone, said: “Delivering high quality customer service is one of the main challenges for companies when trying to build a strong relationship with their consumers. This is further compounded by the current transformations taking place in the market in the realm of digital interactions, cloud momentum, and the omnichannel service environment. Having recognized the complexities in today’s market, NICE is providing the technology innovation to help organizations understand the customer journey and prepare the workforce to address customer needs in real time in the most efficient way possible.”
About the Consumidor Moderno Award
The Consumidor Moderno Awards program is the most comprehensive assessment of the quality of customer service in Brazil. It is sponsored by the CIP, a business unit responsible for the production of research and various studies focused on the aspects that guide the relationship between companies and clients in the country. The annual recognition program pays tribute to companies that remain committed to excellence in the quality of their relationship with the customer. This year marks the 18th consecutive year for the awards program.
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.
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