Nice Ltd Stock Price, News & Analysis

NICE (Nasdaq: NICE) announced that Swinton Group has enhanced customer service by implementing NICE's Attended Automation solution. This transformation yielded significant results, including an 11% rise in net promoter score (NPS), a reduction of average handling time by 50 seconds, and an increase in call capacity of over 7,700 calls monthly. The project focused on empowering employees with timely data, leading to improved interactions and engagement. Swinton aims to maintain high performance and set industry standards for customer service.

NICE (Nasdaq: NICE) has been recognized as a Leader for its Real-Time Authentication (RTA) and Fraud Prevention solutions by Opus Research for the second consecutive year. The report highlighted the innovative features of NICE's ENLIGHTEN Fraud Prevention solution, which employs self-learning technology to proactively detect fraud across millions of calls. NICE's comprehensive authentication technology, including advanced enrollment capabilities, was noted for its unique single voiceprint technology, ensuring consistent authentication across channels.

NICE Actimize, a NICE business (Nasdaq: NICE), has launched the latest version of its Integrated Fraud Management (IFM-X) platform, which utilizes AI and machine learning for advanced fraud detection. This upgrade supports financial institutions in their digital transformation, offering real-time responses and extensive fraud coverage. Key features include agile analytics, easy data integration, and entity-driven investigations, enhancing operational efficiency and customer experience. CEO Craig Costigan emphasized the necessity for advanced data capabilities in today's competitive environment.

NICE (Nasdaq: NICE) has launched ENLIGHTEN Fraud Prevention, an advanced solution aimed at automatic fraud detection. This innovation integrates NICE ENLIGHTEN's AI platform with voice biometrics, scanning millions of calls to identify suspicious behavior and fraudsters. The proactive approach reduces handling time and fraud losses, enhancing customer experience. As fraud in contact centers escalates, NICE's solution offers continuous learning and adaptability, providing organizations a robust defense against identity theft, thereby safeguarding customer data and brand integrity.

NICE Actimize, a NICE business, has been selected by Desjardins Group to enhance its financial crime compliance program. This partnership signifies a significant investment by Desjardins in NICE Actimize's solutions, including a next-gen anti-money laundering platform and advanced case management tools. The updates aim to improve efficiency through AI and advanced analytics, targeting key areas like suspicious activity monitoring and customer due diligence. Both companies express confidence in leveraging this collaboration to tackle financial crime challenges effectively.

NICE (Nasdaq: NICE) has partnered with Symphony, a Sykes company, to enhance the deployment of robotic process automation (RPA) globally. This collaboration leverages NICE's employee virtual attendant, NEVA, alongside Symphony's methodologies for intelligent automation design. The partnership aims to optimize automation in improving human workforce efficiency and customer experiences. With NICE's extensive automation capabilities and Symphony's expertise, organizations are expected to maximize the value derived from attended automation.

NICE inContact has been recognized as a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), positioned highest for its ability to execute. This report evaluates global CCaaS providers amid the rise of remote work due to COVID-19, highlighting the growing demand for cloud services. NICE inContact supports over 500,000 agents in more than 100 countries through its CXone platform, combining customer analytics, omnichannel routing, and AI. The report predicts that by 2024, 70% of new CCaaS deployments will include comprehensive customer service technology.

NICE reported strong third-quarter results for 2020, with GAAP total revenue of $410 million, reflecting a 6% year-over-year increase. Cloud revenue reached $202 million, growing 34% year-over-year, and represented 50% of total revenue. Operating income rose 11% to $62 million, while diluted EPS grew 10% to $0.76. The company experienced significant growth in new customers, with a 50% increase year-over-year. NICE's guidance for full-year 2020 expects non-GAAP total revenues between $1.645 billion and $1.655 billion.