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NICE has announced the winners of its 2024 PSAPs' Finest Awards, recognizing excellence in public safety emergency communications. Now in its 19th year, the awards honor individuals and teams across various categories, including Director, Line Supervisor, Technician, Trainer, Telecommunicator, Innovator, and PSAP of the Year.

Winners were selected by an independent panel of judges from the public safety community, evaluating nominees based on skills, knowledge, professionalism, and dedication to service. The awards cover a range of roles, from directors and supervisors to technicians and trainers, highlighting the diverse talents within the emergency communications field.

Chris Wooten, Executive Vice President of NICE, emphasized the importance of recognizing the often underappreciated work of 911 professionals. The awards program is made possible by volunteer judges from the emergency communications sector.

NICE Actimize, a NICE (Nasdaq: NICE) business, has won the 2024 FTF News Technology Innovation Award for Best Operational Risk Management Solution. The award recognizes their X-Sight Onboard Client Lifecycle Management solution, which streamlines client onboarding processes for financial institutions.

The X-Sight Onboard solution helps reduce costly processes, enabling faster time to revenue while ensuring exceptional customer experiences and regulatory compliance. The award was determined by votes from FTF News readers and industry participants.

Craig Costigan, CEO of NICE Actimize, emphasized the importance of seamless client onboarding for financial institutions' success. The award category focused on providers showing creativity in mitigating operational risks, including challenges related to onboarding, KYC, reputational concerns, and data management.

Banco PAN, a digital banking platform in Brazil serving over 30 million customers, has significantly improved its customer experience by implementing NICE CXone, a cloud-native CX platform. The bank handles over one million monthly interactions across voice and digital channels using CXone's Quality Management, Interaction Analytics, and Workforce Management solutions.

Key improvements include:

• 25% increase in first-call resolution
• 20% reduction in operational costs
• 7% increase in system availability
• 50% reduction in call abandonment

Banco PAN can now quickly identify and address operational issues, optimize operations, and introduce new self-service options. The implementation has allowed the bank to coordinate among multiple BPO providers more efficiently and revolutionize its customer experience.

NICE Actimize, a NICE business (Nasdaq: NICE), has launched the market's first AI-powered Fraud Investigations solution. This innovative tool facilitates end-to-end fraud management from detection to investigations, designed to help financial institutions save time and money. The solution features:

- Automated workflow and robust fraud-specific case management
- Advanced Generative AI for quick customer concern resolution
- Streamlined claims management and efficient reimbursement processes
- Simplified SAR filing with automated fields and e-filing capabilities
- Seamless integration with NICE Actimize's IFM Fraud Management Platform

The solution aims to break down silos between fraud prevention and investigation functions, creating an automated feedback loop to prevent future fraud. It also helps financial institutions meet regulatory timelines and ensure customer satisfaction, fostering trust and loyalty through its claims resolution process.

NICE (Nasdaq: NICE) announced that Boon Rawd Supply Chain Co., (BRS), a Thai expert in supply chain solutions and logistics, has implemented NICE CXone to enhance customer experience and business operations. The shift to CXone's cloud platform and analytics has enabled BRS to gain full transparency across its diverse portfolio and improve efficiency.

Key benefits include:

• 9% reduction in average handle time (AHT)
• 29% reduction in callback duration
• 58% reduction in unavailable time

BRS plans to deploy NICE's Interaction Analytics later this year for further business insights. The implementation aims to provide a true omnichannel experience, including voice, digital, and outbound services, while integrating with each business area's CRM.

NICE announced that Arrow XL, the UK's largest two-person home delivery specialist, has chosen NICE CXone for its digital transformation. Arrow XL selected NICE after an intensive RFP process, seeking to unify communications and scale operations for thousands of weekly deliveries. The move to CXone has already yielded efficiency improvements and cost savings within months of deployment.

Arrow XL is implementing Enlighten AutoSummary to reduce manual notetaking during after-call work. The cloud-based CX services will position the company to stay ahead with cutting-edge technologies. Rachel Hopkins, CIO of Arrow XL, stated that the digital transformation has achieved significant savings, which can be reinvested in future improvements.

NICE Actimize, a NICE (NASDAQ: NICE) business, has released its 2024 Fraud Insights Report, highlighting evolving fraud trends. Key findings include:

1. A shift from Account Takeover (ATO) to Authorized Fraud
2. Increase in investment and romance scams
3. 6% rise in attempted fraud volume, but 26% decrease in value
4. 36% surge in genuine P2P transactions by volume, 38% by value
5. Web-based P2P transactions have a fraud rate 5X higher than mobile-based

The report emphasizes the need for sophisticated AI-driven fraud prevention solutions to protect financial institutions and consumers. NICE Actimize's approach leverages advanced AI, real-time detection, and collective intelligence to combat evolving fraud tactics.

Dutch Railways, the principal railway operator in the Netherlands, has successfully transitioned its customer experience operations to the cloud using NICE CXone. The move from multiple legacy systems to CXone Complete Suite and NICE Workforce Management aims to consolidate operations and drive digital innovation. Key benefits include:

1. Improved agent efficiency and satisfaction
2. Streamlined omnichannel customer journeys
3. Reduced contact center costs
4. Increased customer satisfaction
5. 90% of agents now handle both voice and digital interactions

The implementation, supported by partner BrightContact, has simplified the service experience while benefiting agents and the company. NICE's platform superiority is evident in Dutch Railways' initial results, showcasing NICE's commitment to exceptional customer experiences.

NICE (Nasdaq: NICE) announced that the Pinal County Attorney's Office in Arizona will deploy NICE Justice, an AI-powered digital evidence management solution. This move aims to streamline justice and enhance community service in the third-most populous county in Arizona. NICE Justice will digitally transform how prosecutors manage and share digital evidence, freeing them from manual tasks and allowing focus on case building.

The solution offers AI and automation capabilities for object detection, automated case building, transcription, translation, and analytics. It will help the office, which handles over 2,500 felony and 1,000 misdemeanor cases annually, to manage the influx of digital evidence more efficiently. NICE Justice also simplifies eDiscovery and evidence sharing with defense through a secure, trackable process.