Nice Ltd - NICE STOCK NEWS

Fulton Bank has selected NICE's AI-powered solutions to enhance its digital transformation efforts. The bank will implement CXone Mpower Copilot, CXone Mpower Autopilot, and CXone Mpower Expert to improve customer service automation and agent support. These solutions will create a consolidated knowledge base, enabling faster customer resolutions and improved self-service capabilities across multiple channels. The Generative AI-powered Copilot will provide real-time customer information and next-best actions to bank employees, while Autopilot will enhance self-service experiences using the bank's knowledge base.

Prosper, a financial services company, has selected NICE as their CX transformation partner to enhance their customer experience operations. NICE CXone Mpower will enable Prosper to manage CX holistically, scale effectively, and mitigate risk. The platform offers tools for agile responses to market changes, proactive outbound engagement with SmartReach, and improvements in forecasting, scheduling, and intraday management through Workforce Management capabilities. Additionally, NICE Interaction Analytics with Enlighten AI for Complaint Management will automatically surface and remediate customer complaints, while Enlighten for Customer Satisfaction will coach agents on key soft skills. Prosper aims to leverage these solutions to enhance customer engagement and drive revenue growth.

Travel + Leisure Co. has partnered with NICE to enhance its vacation ownership customer experience by integrating the NICE CXone Mpower platform. This move unifies multiple lines of business and displaces several vendors, setting a new standard for customer service. The platform will streamline workflows, provide AI-driven tools for real-time agent guidance, and improve omnichannel capabilities. These enhancements aim to exceed member communication expectations and empower agents to deliver seamless service. Annie Roberts, SVP of Owner Services, emphasized the need for a flexible technology platform to serve customers and associates effectively. Barry Cooper, President of NICE's CX Division, highlighted that this adoption enables Travel + Leisure Co. to offer personalized, high-quality service, aligning with their mission to facilitate global vacations.

NICE reported significant growth in digital customer interactions during the Black Friday and Cyber Monday shopping weekend, with an 80% year-over-year increase. The company's CXone MPower AI platform managed record-breaking automated customer interactions, including single-day YOY spikes of 143% and 120%.

The platform helps businesses design, build, and automate workflows, agents, and knowledge management systems to handle peak holiday shopping traffic efficiently. Wine Country Gift Baskets reported improved customer service performance using NICE's solutions during the holiday rush, managing interactions across multiple channels including phone, chat, and email.

NICE has released its 2023 Environmental, Social, and Governance (ESG) report, showcasing significant achievements in sustainable business practices. The company reinvested 15% of revenue into R&D, employing over 2,700 R&D engineers. Key accomplishments include:

• 100% compliance in employee ethics training
• Launch of NICE Leadership Academy
• 40,000 employee volunteer hours across 120+ non-profits
• 270 teenage girls completed Code:Coda program
• 12% reduction in Scope 1 and 2 carbon emission intensity

The company improved its ESG ratings, advancing from D to C in CDP assessment and securing MSCI's AAA rating. NICE's commitment to sustainability extends to its data centers, prioritizing providers using renewable energy and improved efficiency.

Great Southern Bank, in collaboration with NICE and Optus, has implemented the CXone Mpower platform to enhance customer service through AI-driven automation. The bank, one of Australia's largest customer-owned financial institutions, offers a variety of services including accounts, loans, and insurance. By adopting CXone Mpower, the bank has significantly reduced customer wait times and improved interaction across channels like email and live chat. Key benefits include over 80% of calls answered within 30 seconds and reduced manual notetaking with AutoSummary. This initiative aims to support vulnerable customers and streamline operations through advanced AI capabilities and analytics.

NICE Actimize (NASDAQ: NICE) has been selected by Creand Crèdit Andorrà to modernize its anti-money laundering (AML) operations. The partnership includes implementing NICE Actimize's advanced suite of financial crime solutions across Creand's institutions in Andorrà, Luxembourg, Spain, Panama, and the United States. The implementation features Suspicious Activity Monitoring (SAM), Customer Due Diligence (CDD-X), and Watchlist Screening (WL-X) solutions, leveraging AI and machine learning capabilities for enhanced transaction monitoring and customer risk management.

Maxicare, a leading Philippine HMO, has implemented NICE Workforce Management (WFM) to enhance its customer experience across multiple BPO partners. The implementation has led to significant improvements, including better forecast accuracy by 10%, reduced overscheduling, decreased response times, and fewer abandoned calls. The company achieved 90% customer satisfaction by restructuring business processes and implementing governance and change management practices. The WFM solution eliminated silos from different systems, bringing more structure to contact center operations and enabling data-driven insights on interactions.

NICE announced that AUSIEX, a leading Australian wholesale trading solutions provider, has implemented the NICE CXone cloud-native contact center platform. Following its acquisition by NRI in 2020, AUSIEX chose CXone for its comprehensive functionality and integration capabilities. The implementation has enabled AUSIEX to transition from basic inbound calls to an AI-driven omnichannel approach, resulting in a 33% increase in customer engagement. The platform provides automated real-time reporting and analytics, replacing manual processes, and includes new features like webchat and call-back capabilities.