NICE Ltd 6-K, filed Jan 4, 2021
NICE Ltd. (NICE)
About this 6-K
NICE Ltd filed this 6-K on January 4, 2021.
SECURITIES AND EXCHANGE COMMISSION
WASHINGTON, D.C. 20549
FORM 6-K
REPORT OF FOREIGN PRIVATE ISSUER
PURSUANT TO RULE 13A-16 OR 15D-16 OF
THE SECURITIES EXCHANGE ACT OF 1934
For the month of December 2020 (Report No. 1)
Commission File Number: 0-27466
NICE LTD.
(Translation of Registrant's Name into English)
13 Zarchin Street, P.O. Box 690, Ra'anana, Israel
(Address of Principal Executive Offices)
Indicate by check mark whether the registrant files or will file annual reports under cover of Form 20-F or Form 40-F.
Form 20-F ☒ Form 40-F ☐
Indicate by check mark if the registrant is submitting the Form 6-K in paper as permitted by Regulation S-T Rule 101(b)(1): ____
Indicate by check mark if the registrant is submitting the Form 6-K in paper as permitted by Regulation S-T Rule 101(b)(7): ____
CONTENTS
This Report on Form 6-K of NICE consists of the following documents, which are attached hereto and incorporated by reference herein:
99.1 Swinton Group Boosts Net Promoter Score by 11 Percent with NICE Attended Automation, Dated December 1, 2020.
99.2 NICE Receives Frost & Sullivan’s Customer Value Leadership Award in Public Safety for Innovation in Cloud-Based Investigation and Evidence Management Solutions, Dated December 2, 2020.
99.3 SPARK Matrix Customer Journey Analytics 2020 Recognizes NICE Nexidia as Technology Leader and Cites NICE ENLIGHTEN as a Differentiator, Dated December 3, 2020.
99.4 NICE Survey Finds At Least 50 Percent or More of Interactions Being Handled Through Digital Channels, Dated December 8, 2020.
99.5 CXone Manages a Record Number of Digital Interactions as Online Sales Spike on Cyber Monday, Dated December 9, 2020.
99.6 NICE Actimize Recognized for Technology Innovation for the Sixth Consecutive Year in the Chartis 2021 RiskTech100® Rankings, Dated December 10, 2020.
99.7 NICE Actimize’s X-Sight Marketplace Offers Facial Recognition Technology for Advanced AML/KYC Risk Screening with Addition of FACEPOINT, Dated December 14, 2020.
99.8 NICE CEO Barak Eilam Named 2020 CEO of the Year by Calcalist, Dated December 30, 2020.
SIGNATURES
Pursuant to the requirements of the Securities Exchange Act of 1934, the Registrant has duly caused this Report to be signed on its behalf by the undersigned, thereunto duly authorized.
NICE LTD.
Name: /s/ Tali Mirsky Title: Corporate VP, General Counsel and Corporate Secretary
Dated: January 4, 2021 |
EXHIBIT INDEX
This Report on Form 6-K of NICE consists of the following documents, which are attached hereto and incorporated by reference herein:
99.8 NICE CEO Barak Eilam Named 2020 CEO of the Year by Calcalist, Dated December 30, 2020.
Exhibit 99.1
Swinton Group Boosts Net Promoter Score by 11 Percent with NICE Attended Automation
NICE's Attended Automation solution enables Swinton to redefine processes, improving customer experiences,
workforce engagement and efficiency
Hoboken, N.J., December 1, 2020 – NICE (Nasdaq: NICE) today announced that Swinton Group has transformed customer service and improved both customer and employee experiences by leveraging NICE’s Attended Automation solution. A UK-based insurance retailer with a network of branches across the country, Swinton Group redefined customer service workflows to ensure employees had the right data at the opportune time and next-step guidance at their fingertips with NICE's Attended Automation solution. As a result, Swinton benefitted from improved customer experiences and efficiency improvements including an 11 percent increase in net promoter score (NPS), an average reduction of 50 seconds in handling time (AHT), and an increase in capacity of over 7,700 calls per month.
John Mackey, RPA Manager, Swinton Group, said, “With NICE's Attended Automation solution we empowered employees with the data and tools needed to deliver unparalleled experiences. The results were impressive and evident from the customer, colleague and financial perspectives. We look forward to continuing setting the industry standard for exceptional customer service and believe automation will play a pivotal role in our efforts.”
Swinton initiated a large-scale transformation project focused on ensuring that contact center teams are both high-performance and engaged. They realized the importance of improving, simplifying and automating processes to the project's success. Adopting a robotic process automation strategy, Swinton chose NICE for its advanced attended automation capabilities. The development team then began working in close collaboration with the frontline staff to identify needs, gather ideas, promote attended automation workflows and embed training, resulting in the internal launch of highly customized workflows and processes.
With NICE-driven Attended Automation in place, contact center agents have the right information at the right time along with the customer’s full journey data. This reduced hold and wrap time helps to shorten calls by over 50 seconds each on average. New business sales calls were shortened by almost 3 minutes. As a direct result of deploying NICE, Swinton saw an increase in capacity, with their contact center now able to handle an extra 7,780 calls per month. Swinton also experienced increased employee engagement and positive feedback after implementing the NICE APA-driven program. Customers also provided positive feedback, in the form of an increase of 11 percent in NPS (from 32 to 43). These improvements were clearly linked to agents having the right data and next-best-action guidance at their fingertips, as they were able to focus more on the quality of their interactions, rather than on procedural issues and finding basic customer information.
John O'Hara, President of NICE EMEA, said, "Swinton Group leads the way in ensuring exceptional employee and customer experiences. By redefining its operational processes and workflows with Attended Automation, Swinton rewired its contact center to power more effective and efficient customer service while engaging the agents that provide it. The results are evident not only in their increased NPS score but also by the positive feedback they're receiving from the Financial Conduct Authority (FCA) on this project."
About NICE
NICE (Nasdaq: NICE) is the world’s 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.
Corporate Media Contact
Christopher Irwin-Dudek, 201 561 4442, chris.irwin-dudek@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. 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 the 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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.
Exhibit 99.2
NICE Receives Frost & Sullivan’s Customer Value Leadership Award in Public
Safety for Innovation in Cloud-Based Investigation and
Evidence Management Solutions
NICE was recognized for its development of digital transformation solutions for public safety agencies,
including emergency communications, law enforcement, and criminal justice partners
Hoboken, N.J., December 2, 2020 – NICE (Nasdaq: NICE) today announced that it has been awarded Frost & Sullivan’s 2020 North America Customer Value Leadership Award in public safety for innovations in cloud-based investigation and evidence management solutions. The award specifically cited NICE Investigate and NICE Inform, which have digitally transformed public safety agencies around the world, including emergency communications centers, police departments, and criminal justice systems, to help them streamline operations and build safer communities. A full copy of the Frost & Sullivan Public Safety Software Solutions Best Practices Research report can be downloaded here.
In identifying NICE’s strengths in the public safety realm, the Frost & Sullivan report states, “As data grows and budgets decrease, police departments are turning to digital transformation to accomplish more with less. NICE’s game-changing investigation and evidence management platform, NICE Investigate, can help police departments stretch their limited budget dollars without compromising service quality, by automating investigative processes. Departments can realize ten-fold-plus savings in productivity, and use technology as a force multiplier to help officers spend more time in the community and investigating cases, without adding extra overhead and costs.”
The report also lauded NICE for its innovative solutions for 911 centers. According to Frost & Sullivan, statistics show that 20-40% of all incidents are downgraded by police following the initial classification by 911. Over-response can expose citizens and officers to unnecessary risk, escalate incidents, cause reputational damage for 911 centers and patrol officers, and waste scarce police budget dollars. For these reasons, placing more focus and investment in 911 operations will ultimately help to deescalate tension between citizens and police.
The report stated, “NICE Inform can help 911 centers address these challenges to improve downstream police response. With NICE Inform, 911 centers can gain better visibility into how telecommunicators handle incidents to spot issues (e.g., over-response or under-response to calls) early on.”
“Public safety agencies are facing unprecedented challenges – more data to manage, higher emergency call volumes, and growing scrutiny and expectations, all at a time when budgets are decreasing,” said Chris Wooten, Executive Vice President, NICE. “NICE’s digital transformation solutions are at the forefront of helping departments solve these challenges. By investing in NICE Inform and NICE Investigate, public safety agencies can create operational efficiencies, improve service, cut costs, and close budget gaps. We’re honored that our innovation in public safety has once again been recognized by Frost and Sullivan.”
“NICE is a first mover in the public safety digital technology and transformation arena,” said Danielle VanZandt, Industry Analyst, Frost & Sullivan. “As a leader in digital transformation solutions for emergency communications, law enforcement, and criminal justice partners, NICE is known for platforms that deliver extraordinary value to customers in the form of productivity savings, improved service quality, and safer communities. For its ongoing commitment to public safety through superior technological innovation, outstanding continuous customer service, and overall strong performance, Frost & Sullivan is proud to present NICE Public Safety with the 2020 North America Customer Value Leadership Award.”
The report concluded, “Frost & Sullivan recognizes how the company (NICE) and its market-leading cloud solution have revolutionized incident intelligence and digital investigation by offering game-changing digital evidence management and investigation capabilities, such as artificial intelligence and cross-jurisdictional evidence sharing and collaboration. NICE Public Safety brings real customer value and support to often overwhelmed law enforcement investigators and prosecutors, allowing them to increase public safety.”
This is the third time that NICE and its Public Safety solutions have been recognized by Frost & Sullivan, having previously received awards as the 2017 North America Investigation and Evidence Management Solution Technology Leader and the 2018 Public Safety Answering Point Solutions Product Leader.
To learn more:
| · | Download the Frost & Sullivan research report click here. |
| · | About NICE Investigate click here. |
| · | About NICE Inform click here. |
| · | Email PSInfo@NICE.com for more information. |
About
Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, collaborates with clients to leverage visionary innovation that addresses
the global challenges and related growth opportunities that could make or break today’s market participants. For more than
50 years, Frost & Sullivan has been developing growth strategies for the global 1000, emerging businesses, the public sector,
and the investment community. More info at: http://www.frost.com.
Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices.
About NICE
NICE (Nasdaq: NICE) is the world’s 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.
Corporate Media Contact
Christopher Irwin-Dudek, 201-561-4442, chris.irwin-dudek@nice.com
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. 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 the statements by Mr. Wooten,, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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.
Exhibit 99.3
SPARK Matrix Customer Journey Analytics 2020 Recognizes NICE Nexidia as
Technology Leader and Cites NICE ENLIGHTEN as a Differentiator
The Quadrant Knowledge report recognizes NICE’s strengths in AI and highlights its sophisticated technology
platform, including Journey Excellence Score as distinctive differentiators
Hoboken, N.J., December 3, 2020 – NICE (Nasdaq: NICE) today announced that it has been recognized as a Technology Leader by Quadrant Knowledge Solutions for its Customer Engagement Analytics offering. In its SPARK Matrix: Customer Journey Analytics 2020 Report, Quadrant Knowledge noted NICE Nexidia’s “sophisticated technology platform offering distinctive customer journey analytics differentiators” in the integrated analysis of structured and unstructured customer interactions. NICE ENLIGHTEN and Journey Excellence Score (JES) feature among the top strengths acknowledged in the report.
Priyanka Panhale, Analyst, Quadrant Knowledge Solutions, said, “The COVID 19 pandemic has impacted organizations globally who are gradually shifting to adopt new business models to sustain themselves in this challenging environment. Nevertheless, brands will continue to invest in their digital capabilities to strengthen operations with a prime focus on delivering an advanced customer experience to gain a competitive advantage in the future. We believe customer engagement analytics solutions, enriched with AI that provide comprehensive insights and drive actions to boost experiences, such as those by NICE Nexidia, are critical for organizations to pivot to success.”
The Quadrant Knowledge report cites several strengths and differentiators for NICE Nexidia Customer Engagement Analytics, including noting that the solution comprises “full spectrum” journey and interaction analytics, industry-leading AI, intuitive and flexible visualizations, and secure and scalable deployment models.” Another key strength highlighted by Quadrant Knowledge is that NICE ENLIGHTEN “drives and enhances customer and employee satisfaction by providing deep insights and immediately converting them into actions. Additionally, it enables agents, team leaders, managers, and executives to remotely monitor customer and business-related KPI’s.” NICE Nexidia’s unique Journey Excellence Score (JES), an AI-powered metric to measure customer experience across omnichannel journeys is also noted in the report.
The SPARK Matrix 2020 acknowledges NICE Nexidia’s robust presence in North America as well as its expansion in Europe and Asia Pacific. NICE’s strength in the top verticals, including telecom, healthcare, public sector, banking & financial services, hospitality & travel, and retail and e-commerce, is also noted in the report, in addition to the “comprehensive” roadmap for these solutions.
Barry Cooper, NICE Enterprise Group President, said, “NICE is proud to be recognized by Quadrant Knowledge as a Technology Leader in its inaugural 2020 report evaluating Customer Engagement Analytics solutions. NICE has recently invested heavily in order to re-invent how organizations use CEA solutions to enable them to leapfrog from insights into actions that influence customers’ experiences and journeys. The most significant of these is NICE ENLIGHTEN which is the first comprehensive AI framework for customer engagement which interprets and predicts human behaviors by objectively measuring all interactions. This recognition from Quadrant Knowledge serves as a strong acknowledgment that we deliver on exactly that.”
Quadrant Knowledge Solutions’ SPARK Matrix for Customer Journey Analytics provides a snapshot of key market participants and a visual representation of their positioning, along with strategic insights on how each vendor participant ranks related to their competitors across several axis representing a range of performance parameters coinciding with technology excellence and customer impact. These coordinates are then used to create the final SPARK Matrix.
About NICE
NICE (Nasdaq: NICE) is the world’s 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.
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, chris.irwin-dudek@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. 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 the statements by Mr. Cooper, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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.
Exhibit 99.4
NICE Survey Finds At Least 50 Percent or More of Interactions Being Handled
Through Digital Channels
Presenting new insights from CX leaders on 2021 priorities, the survey shows that 79 percent believe agents are
performing as well as or better from home
Hoboken, N.J., December 8, 2020 – NICE (Nasdaq: NICE) today announced the results of a new survey amongst CX leaders. Findings confirm consumers favor the use of digital channels when interacting with service providers. Entitled ‘Customer Service Leadership in a New Reality,’ the new survey showcases the path CX leaders plan to take to drive agility into their contact centers to deliver on customer expectations. The survey also affirms the role of a cloud-native platform foundation as a critical enabler for maintaining on-going seamless business continuity mandated by today’s reality of remote work. Click here to access an infographic summarizing the findings of the survey.
Digital channels are central to today’s customer service environment
NICE’s new survey conducted among over 200 CX leaders at leading contact centers highlights seven key data points. Key among them is the rapid acceleration in the overwhelming popularity of digital channels among consumers. 51 percent of leaders indicated that half or more of their interactions are currently being handled through digital channels (e.g. Chat, Email, Social Network).
Work from home is widely acknowledged as part of the new reality
79 percent of the CX leaders surveyed indicated that agents working from home are performing as well as or better than in the office. While the practice of working from home was not prevalent pre-pandemic owing to concerns of employee focus, survey findings show a higher comfort level by CX leaders for this practice. 76 percent of leaders polled said agents prefer to work from home, and 43 percent of CX leaders said they plan to keep 50 percent or more of their agents working at home in the future.
A cloud foundation is recognized as a critical enabler of work from home and business agility
The survey also looked at the infrastructure aspects of work from home, highlighting the key components that make it possible for service organizations. 74 percent of CX leaders claimed they are already or plan to be cloud-based across their entire contact centers. 85 percent also said that they plan to invest in upgrading their contact center with technologies that enhance agility, such as AI and Performance Management, as well as capabilities driving personalized connections and unified channels. 71 percent of CX leaders also indicated they plan to implement Desktop Guidance and Automation which they consider an agility booster.
Eran Liron, Executive Vice President, Marketing & Corporate Development, NICE, said, “Customer service organizations have been on a fast track to respond to current needs, including ensuring service continuity with a dispersed workforce, supporting accelerated customer requests via direct channels and more. This new survey shows that CX leaders have made their 2021 priorities clear, with cloud and digital at the forefront. The findings reinforce NICE’s viewpoint of AI-based Digital Cloud solutions as THE path for customer service success, and our strategy of making them easily accessible to organizations of all sizes.”
About NICE
NICE (Nasdaq: NICE) is the world’s 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.
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, chris.irwin-dudek@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. 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 the statements by Mr. Liron, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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.
Exhibit 99.5
CXone Manages a Record Number of Digital Interactions as Online Sales Spike on Cyber Monday
With an astonishing 50% growth in digital interactions, CXone provides a smooth and exceptional digital
customer experience as global online sales hit a new record
SALT LAKE CITY, December 9, 2020 – NICE (Nasdaq: NICE) today announced that NICE inContact CXone, a global leading cloud customer experience platform, saw digital interactions surge on Cyber Monday, one of the highest volume online shopping days on the calendar. On Cyber Monday, November 30, 2020, digital interactions powered by CXone significantly surpassed their 2019 numbers with over 70 percent growth in messaging and chat in the days leading to Cyber Monday.
Digital’s performance on Cyber Monday validates the on-going behavioral shift as both consumers and contact centers adapt to the current environment. For example, the 2020 NICE inContact CX Transformation Benchmark Study, Business Wave revealed that 62 percent of contact centers reported an increase in digital interaction volumes during the global pandemic. In fact, in the month of November, leading to Cyber Monday, the overall digital volume in CXone increased more than 60 percent year over year.
“The growth CXone has seen across digital channels this year is staggering, albeit not unexpected,” said Paul Jarman, NICE inContact CEO. “The circumstances of 2020 have driven consumers to increase the use of contact centers in general and towards the channels that they’re fluent with in their personal lives – chat, email, social, SMS. What’s important for contact center leaders to take away from Cyber Monday and beyond is that a semblance of these behavioral changes is likely permanent. Meeting and exceeding the expectations of digitally savvy customers means having a foundation to provide seamless, exceptional omnichannel experiences.”
According to the NICE inContact CX Transformation Benchmark, two-thirds of contact center leaders (66 percent) not using the cloud today indicated that they are planning to accelerate their move as a result of the pandemic. As more and more contact centers look to get ahead of disruption and embrace digital flexibility, contact centers must address the need for successful omnichannel integration. NICE inContact CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market with more than 30 options to connect with customers in their channel of choice
About NICE inContact
NICE inContact works with organizations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global experience can help you transform every experience and customer relationship for lasting results. NICE inContact is recognized as a market leader by the leading industry analyst firms. www.niceincontact.com
Corporate Media Contact
Cheryl Andrus, +1 801 320 3646, cheryl.andrus@niceincontact.com
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. 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 the statements by Mr. Jarman, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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.
Exhibit 99.6
NICE Actimize Recognized for Technology Innovation for the Sixth Consecutive
Year in the Chartis 2021 RiskTech100® Rankings
Achieving a top ten ranking in the RiskTech100, NICE Actimize also received a category honor
for its communications monitoring solution capabilities
Hoboken, NJ – December 10, 2020 – NICE Actimize, a NICE (NASDAQ: NICE) business, has been recognized by Chartis Research as the category winner for Communications Monitoring in its recently released 2021 RiskTech100® rankings. In addition to the Communications Monitoring category leadership accolade, NICE Actimize also maintained its position in the “Top Ten” of Chartis’ comprehensive list of top 100 global vendors in risk and compliance technology, achieving its sixth consecutive year in the top ten rankings. Chartis Research, part of Infopro Digital, is a leading provider of research and analysis on the global market for risk technology.
Reflecting overall value delivered to the financial services market, NICE Actimize achieved among the highest average scores across a range of parameters. The Chartis RiskTech100® ranking assessment criteria comprise six equally-weighted categories: functionality, core technology, strategy, customer satisfaction, market presence and innovation. The RiskTech100® only includes companies that sell their own risk management software products and solutions.
Observed Mark Feeley, Global Brand Director, Chartis Research, “Coronavirus has had a profound effect on societies, economies and markets, with impacts that may be longer-lasting than anyone has predicted. Notably, however, in a RiskTech context, COVID-19, rather than introducing new dynamics to RiskTech markets, has accelerated and amplified those that were already there. The pandemic has highlighted serious issues that had been lurking beneath the surface for some time. Addressing these issues and more, we congratulate NICE Actimize on this year’s success and as a continuing leader in the RiskTech100®.”
Chris Wooten, EVP, NICE, said, “As the market continues to turn to NICE Actimize for innovation and support, this year was unprecedented as we provided our customers with targeted solutions to meet the unique needs of this difficult environment. The work at home environment, in particular, required specialized attention in communication monitoring and we were the first to achieve certification in Microsoft Teams for unified communications recording. Our appreciation to Chartis for honoring our market leadership in financial crime and our communications monitoring capabilities.”
About Chartis
Chartis Research is the leading provider of research and analysis on the global market for risk technology. It is part of Infopro Digital, which owns market-leading brands such as Risk and WatersTechnology. The goal of Chartis Research is to support enterprises as they drive business performance through improved risk management, corporate governance and compliance, and to help clients make informed technology and business decisions by providing in-depth analysis and actionable advice on virtually all aspects of risk technology.
RiskTech Quadrant®, RiskTech100® and FinTech QuadrantTM are registered trademarks of Infopro Digital Services Limited (http://www.chartis-research.com).
About NICE Actimize
NICE Actimize is the largest and broadest provider of financial crime, risk and compliance solutions for regional and global financial institutions, as well as government regulators. Consistently ranked as number one in the space, NICE Actimize experts apply innovative technology to protect institutions and safeguard consumers and investors assets by identifying financial crime, preventing fraud and providing regulatory compliance. The company provides real-time, cross-channel fraud prevention, anti-money laundering detection, and trading surveillance solutions that address such concerns as payment fraud, cybercrime, sanctions monitoring, market abuse, customer due diligence and insider trading. Find us at www.niceactimize.com, @NICE_Actimize or Nasdaq: NICE.
About NICE
NICE (Nasdaq: NICE) is the world’s 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.
Corporate Media Contact:
Cindy Morgan-Olson, +1 551 256 5000, NICE Actimize, cindy.morgan-olson@niceactimize.com, ET
Investors:
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez, +972-9-775-3798, ir@nice.com, CET
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. 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 the statements by Mr. Wooten, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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.
Exhibit 99.7
NICE Actimize’s X-Sight Marketplace Offers Facial Recognition Technology for
Advanced AML/KYC Risk Screening with Addition of FACEPOINT
Powerful biometrics and “picture intelligence” capabilities offer enhancements over
traditional alphanumeric screening for greater precision and accuracy
Hoboken, N.J., December 14, 2020 – NICE Actimize, a NICE business (Nasdaq: NICE) today announced that FACEPOINT, which launched an industry-leading biometric risk screening engine, has joined the X-Sight Marketplace, bringing its cutting-edge facial recognition technology for advanced KYC and watch list risk screening to the ecosystem. NICE Actimize’s X-Sight Marketplace, which has grown to include more than 60 technology partners, is the first financial crime and compliance ecosystem that connects financial services organizations with data, applications, tools and service providers, providing both the value of choice and the ability to reduce integration timelines.
Until recently, financial services organizations relied on alphanumeric matching to screen their customers against watchlists to fulfill their Know Your Customer (KYC) and Anti-Money Laundering / Counter Terrorism Financing (AML-CTF) regulatory obligations. Common names, transliteration issues, missing secondary identifiers, identity theft and impersonation contributed disproportionately to the high number of alerts, making it difficult not to miss true positives without a corresponding snowballing of false positives.
FACEPOINT complements and enhances NICE Actimize’s AML screening and KYC solutions by offering an alternative to traditional name-based screening. FACEPOINT uses facial recognition to disambiguate potential matches, reduce false positive rates and identify emerging threats such as those posed by unnamed persons of interest that are not covered by watchlists. In the context of KYC screening processes, FACEPOINT’s “picture intelligence” maintains a worldwide image database of "people of interest", and offers a real-time risk mitigation solution thanks to cutting-edge image analysis. Biometric identification offers greater precision, accuracy and speed and therefore enormous potential for improved operational efficiency and reduction in compliance costs.
“Financial crime evolves continuously. Financial institutions must face numerous sophisticated challenges with targeted applications that solve these problems efficiently and effectively,” said Craig Costigan, CEO, NICE Actimize. “The X-Sight Marketplace offers dozens of highly specialized capabilities which support best-in-class financial crime, risk and compliance management and which, in the case of FACEPOINT, complement our integrated AML solutions suite with enhancements to our AML and KYC risk screening capabilities.”
“FACEPOINThas truly disrupted the industry’s risk screening operations with its picture intelligence capabilities designed to enhance risk screening tools, understanding that identifying high-risk individuals is a growing challenge for financial institutions,” said Damien Martinez, CEO and Co-Founder, FACEPOINT. “Our unique biometrics risk engine is an ideal fit with NICE Actimize’s suite of anti-money laundering solutions, providing additional advanced capabilities to its robust lineup.”
The NICE Actimize Integrated AML solution suite uses advanced artificial intelligence and machine learning, as well as its domain expertise and robotic process automation, to provide complete customer lifecycle risk coverage – from onboarding to ongoing CDD, EDD and transaction monitoring processes. Intelligent automation, AI and machine learning are combined with KYC-AML domain expertise to continuously assess risk and provide a holistic view of the customer across all business lines and products.
NICE Actimize’s X-Sight Marketplace partner offerings address such categories as customer and counterparty intelligence, data management, device and channel intelligence, identity verification, screening and adverse media, user authentication and fraud, CDD/KYC, transaction monitoring, and alert and case management.
For more information on the X-Sight Marketplace, please click here.
About FACEPOINT
Twenty years after the launch of the first text-based risk databases, FACEPOINT delivers breakthrough innovation by taking advantage of enhancements in biometrics and AI. FACEPOINT harnesses the combination of two powerful tools: an exclusive photographic database of high-risk individuals as defined by international regulatory standards, and state-of-the-art biometrical technology. After two years of research and development, compelling pilot results from top tier banks have enabled FACEPOINT to launch its concept of “No Name Screening”. Screenings can now be done using images, leaving behind the chronic problems of alphanumeric screening: disambiguation of common names, missing secondary identifiers, false identities, and high volumes of false positives. Today, FACEPOINT offers the compliance community solutions of the future.
About NICE Actimize
NICE Actimize is the largest and broadest provider of financial crime, risk and compliance solutions for regional and global financial institutions, as well as government regulators. Consistently ranked as number one in the space, NICE Actimize experts apply innovative technology to protect institutions and safeguard consumers and investors assets by identifying financial crime, preventing fraud and providing regulatory compliance. The company provides real-time, cross-channel fraud prevention, anti-money laundering detection, and trading surveillance solutions that address such concerns as payment fraud, cybercrime, sanctions monitoring, market abuse, customer due diligence and insider trading. Find us at www.niceactimize.com, @NICE_Actimize or Nasdaq: NICE.
About NICE
NICE (Nasdaq: NICE) is the world’s 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.
Corporate Media Contact:
Cindy Morgan-Olson, +1 646 408 5896, NICE Actimize, cindy.morgan-olson@niceactimize.com, ET
Investors:
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez, +972 9 775 3798, ir@nice.com, CET
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. 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 the statements by Mr. Costigan 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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.
Exhibit 99.8
NICE CEO Barak Eilam Named 2020 CEO of the Year by Calcalist
Eilam awarded the top spot for leading NICE to continuous and accelerated success, demonstrating
excellence in performance, shareholders consideration, transparency and leadership during the COVID-19 crisis
Hoboken, N.J., December 30, 2020 – NICE (Nasdaq: NICE) today announced that its CEO, Barak Eilam has been selected as CEO of the Year for 2020 by Calcalist, a leading financial newspaper in Israel.
Barak Eilam’s top ranking is the result of a prominent rating by over 80 senior executives, analysts, underwriters and investment managers in the Israeli market. Based on four key criteria, namely consideration of shareholders, performance, transparency and leadership through the COVID-19 crisis, the rating is conducted annually amongst the leading companies traded in the Israeli Stock Exchange TA-125 Index.
“I am honored to receive this award and grateful to Calcalist and the investment community for recognizing NICE’s accomplishments,” said NICE CEO, Barak Eilam. “2020 was a banner year for NICE and I am extremely proud of the relentless innovation, creativity and dedication that our 7,000 NICErs around the globe demonstrated during this unprecedented year. This “NICE Spirit” fueled our success and growth and will continue to be the driving force as we lead our customers to the cloud and accelerate their digital transformation.”
In his seven years as CEO, Mr. Eilam transformed NICE into a leader in cloud, analytics, digital and Artificial Intelligence (AI). During this time, the company’s revenue grew by 70 percent and its profitability more than doubled. NICE’s cloud transformation led by Eilam resulted in an upsurge of its cloud revenues from virtually zero to an expected $1 billion annual revenue run-rate in 2021. Under Mr. Eilam’s leadership, the company made significant acquisitions in the analytics, AI, cloud and digital domains as well as introduced ground-breaking innovations. As a result, NICE is now the undisputed leader in all its markets, is ranked #1 by all leading market analysts and grew its market cap seven-fold from $2.4 billion to over $17 billion.
“2020 was a challenging year in general, and specifically for CEOs around the globe. The COVID-19 crisis mandated leaders to adopt creative thinking and extreme agility, find immediate solutions and create the right balance between their customers, employees and shareholders in a reality of extreme uncertainty. The most successful CEOs were the ones who significantly accelerated their company's growth and identified opportunities to take excellence and innovation to the next level during this unprecedented year,” said Galit Hemi, Editor in Chief of Calcalist. “Barak Eilam's leadership reflects all that and his win as CEO of the Year for 2020 goes hand in hand with the company's strong performance and the recognition by the stock market as manifested by the 70 percent increase in NICE's share price in 2020.”
About NICE
NICE (Nasdaq: NICE) is the world’s 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.
About Calcalist
Calcalist - Israel’s leading business newspaper - is a part of Yedioth Ahronoth, Israel's leading media group. Calcalist reports extensively on Israel’s economy and Israeli businesses, offering commentary, analysis, in-depth features and investigative reports, with a strong focus on Israel’s lively tech scene. In December 2020, Calcalist’s website was visited by 4 million unique visitors, according to data by web analytics company SimilarWeb. The print edition is delivered to around 70 thousand subscribers daily. CTech by Calcalist offers English language web coverage of the Israeli technology ecosystem with news reports, analysis, features, and interviews. CTech also publishes annual special projects like mapping out the key figures in the Israeli tech industry and selecting the most promising startups in the field.
Corporate Media Contact
Christopher Irwin-Dudek, 201 561 4442, chris.irwin-dudek@nice.com
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez, +972 9 775 3798, ir@nice.com, CET
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. 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 the statements by Mr. Eilam, 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,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “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 changes in economic and business conditions, including as a result of the COVID-19 pandemic; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; 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; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners;, cyber security attacks or other security breaches against the Company; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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.