NICE Speech and Desktop Analytics Help Orange Poland Transform Its Customer Service

HOBOKEN, N.J.–(BUSINESS WIRE)–#callcenterNICE (Nasdaq:NICE) today announced that NICE speech and desktop
analytics solutions, as well as Real Time Process Optimization, have
been recently implemented by telecommunications provider Orange Poland
to improve its contact center and back office productivity. Within three
months of implementation, the operator reported more effective agent
coaching, better customer service, as well as expected cost savings.

Orange Poland began its current service enhancement initiative by
upgrading its NICE
Call Recording
and Quality
Management applications
, as well as expanding its portfolio of
implemented NICE solutions to include: Interaction
Analytics
(including speech analytics identifying 30 distinct
categories of customer calls); Real-Time
Activity Monitoring
(for desktop analytics at all managerial
levels); and Real
Time Process Optimization
(providing both analytics and workflow
automation).

As a result, with 6,000 workstations currently using NICE tools, the
company realized an array of measurable benefits in just a few months,
including call and call transfer reduction, average
handle time decrease
, and a significant increase in cross-sell
activity.

Part of this rapid success was the result of more targeted call center
agent coaching, based on speech and desktop analytics that identify
precisely which agents need what guidance.

“We were very pleased to see almost immediate results, as NICE’s
analytics and optimization tools have enabled us to operate more
efficiently and gain deeper insights into our service operation while
achieving significant cost savings,” said Jolanta Dudek, Board Member
responsible for Customer Relations of Orange Poland. “Over the years,
the NICE team has proven to be a trusted partner, and their solutions
deliver real value.”

According to John O’Hara, NICE EMEA president, “High-level executive
support for the initiative, as well as close cooperation between the
Orange Poland team, NICE CX Consulting, and our local implementation
partner, CCSoft, made the large and complex transformation project
possible.” O’Hara added that “discipline and focus allowed us to help
Orange Poland improve interaction quality and create a perfect
experience for their customers. And that is also how NICE analytics
solutions were able to deliver tangible business benefits within three
months of the start of the project.”

About Orange Poland
Orange Polska is a unique convergent
operator in the Polish market, providing mobile and fixed-line telco
services, as well as TV, energy and banking services. With over 16
million mobile customers and 98,67% 4G LTE range, Orange Polska is the
number one network in Poland and the largest investor in
state-of-the-art superfast internet, fiber and 4G.

About NICE
NICE (Nasdaq: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 22,000 organizations in more than 150
countries, including over 80 of the Fortune 100 companies, are using
NICE solutions. www.nice.com.

Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE. All other marks are trademarks of their
respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.

Forward-Looking Statements
This press release
contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including statements by Mr. O’Hara, are based on the current
beliefs, expectations and assumptions of the management of NICE Ltd.
(the Company). In some cases, such forward-looking statements can be
identified by terms such as believe, expect, may, will, intend, project,
plan, estimate or similar words. Forward-looking statements are subject
to a number of risks and uncertainties that could cause the actual
results or performance of the Company to differ materially from those
described herein, including but not limited to the impact of the global
economic environment on the Company’s customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; changes in technology and market
requirements; decline in demand for the Company’s products; inability to
timely develop and introduce new technologies, products and
applications; difficulties or delays in absorbing and integrating
acquired operations, products, technologies and personnel; loss of
market share; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. For a
more detailed description of the risk factors and uncertainties
affecting the company, refer to the Company’s reports filed from time to
time with the Securities and Exchange Commission, including the
Company’s Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.

Contacts

NICE
Corporate Media Contact
Erik Snider, +1 551
256 5274
erik.snider@nice.com
or
Investors
Marty
Cohen, +1 917 545 1107
ir@nice.com,
ET
or
Yisca Erez +972 9 775 3798
ir@nice.com,
CET
or
Orange Poland
Media Contact:
Wojciech
Jabczyński
Rzecznik Orange Polska
biuro.prasowe@orange.com
https://twitter.com/RzecznikOrange
www.blog.orange.pl