NICE Ltd 6-K, filed Apr 8, 2024
NICE Ltd. (NICE)
6-K
2024-04-08
For: 2024-04-08
View Original
Added on
April 11, 2026
About this 6-K
NICE Ltd filed this 6-K on April 8, 2024.
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 March 2024 (Report No. 1)
Commission File Number: 0-27466
NICE LTD.
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(Translation of Registrant’s Name into English)
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13 Zarchin Street, P.O. Box 690, Ra’anana, Israel
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(Address of Principal Executive Offices)
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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:
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99.1
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NICE Actimize Launches ARCHIVE-X, a Comprehensive Communications Archiving and Records Management SaaS Solution, dated March 5, 2024.
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99.2
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NICE Expands Its Presence in Japan with Availability of CXone in Osaka, dated March 7, 2024
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99.3
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iQor Harnesses NICE CXone to Drive Digital Transformation in CX, dated March 12, 2024
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99.4
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NICE Actimize Leads Five Best-in-Class Rankings Across Critical Surveillance Categories in Datos Insights Impact Report, dated March 19, 2024
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99.5
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NICE Recognized as Best Digital Transformation Partner Company by 2024 Global Banking & Finance Review Awards, dated March 20, 2024
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99.6
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NICE Enlighten AutoSummary Wins 2024 BIG Innovation Award for Contact Center Innovation, dated March 21, 2024
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99.7
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NICE Delivers Major CX AI Milestone with Enlighten Managing 100 Million Customer Interactions Per Month, dated March 25, 2024
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99.8
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NICE Unveils Enlighten XM, A Next Generation AI Contextual Memory Powering Customer Interactions, dated March 25, 2024
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99.9
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NICE Launches Next Generation of Enlighten Copilot, Delivering AI-Driven Augmentation to The Entire CX Workforce, dated March 26, 2024
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99.10
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NICE Named a Leader in the 2024 Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center, dated March 27, 2024
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99.11
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NICE Recognized for European AI Product Innovation Industry Excellence, dated March 27, 2024
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99.12
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Triple Impact Connections Increases its Digital CX Capabilities with CXone, dated March 28, 2024
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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.
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NICE LTD.
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Name:/s/ Tali Mirsky
Title: Corporate VP, General Counsel and Corporate Secretary
Dated: April 8, 2024
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EXHIBIT INDEX
This Report on Form 6-K of NICE consists of the following documents, which are attached hereto and incorporated by reference herein:
Exhibit 99.1
NICE Actimize Launches ARCHIVE-X, a Comprehensive Communications Archiving
and Records Management SaaS Solution
The new omni-channel enterprise cloud archive solution provides a single
source for financial industry regulatory record keeping
Hoboken, N.J., March 5, 2024 – NICE Actimize, a NICE (NASDAQ: NICE) business, today announced the launch of ARCHIVE-X, a cloud-based,
all communications-in-one archiving and records management solution for financial services firms. NICE Actimize’s ARCHIVE-X provides buy-side, sell-side, and online trading platforms, as well as insurance and wealth management firms, with one
solution that supports the regulatory requirements for communications archiving and records management. With ARCHIVE-X, firms can achieve more robust records lifecycle management and reduce compliance risk by archiving all communications securely in
the NICE Compliance Cloud.
Because ARCHIVE-X is open and agnostic, it can capture any communications and related data the financial institution needs to store for regulatory or other purposes. It can ingest captured communications from NICE’s
NTR-X compliance recording solution and other data sources. With the ability to store and manage more than one hundred different regulated employee communication types, ARCHIVE-X eliminates data silos and supports many existing communication
platforms. ARCHIVE-X works directly with NICE Actimize’s SURVEIL-X surveillance solution or integrates with third-party solutions.
Among the communication types it may archive are email (Outlook 365) eComms (chat, IM,), voice, video, screenshare, SMS, social, document sharing, CRM, and more. Whether communications originate from the front or back
office (via turrets or desktop phones), unified communications platforms (Microsoft Teams, Webex, Symphony, Zoom, RingCentral), chat platforms (Bloomberg, Reuters), or mobile phones, ARCHIVE-X manages all of them in one place.
“Communication archiving and retention remains a serious challenge. Global regulators have issued massive fines at record levels for failures by financial firms and their employees to maintain and preserve required
communication records,” said Chris Wooten, Executive Vice President, NICE. “ARCHIVE-X can assist in managing this data securely and effectively while protecting both the institution and investors from
recordkeeping lapses.”
NICE Actimize’s ARCHIVE-X also provides these additional benefits:
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ARCHIVE-X provides the highest levels of security with advanced data encryption, WORM-compliant archiving, SOC-audited data centers, 24/7 monitoring for security threats, and more.
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As a cloud-based SaaS (software as a service) solution, ARCHIVE-X offers flexibility, scalability, and cost-effectiveness. With an availability SLA of 99.99%, ARCHIVE-X is highly resilient and can scale to
support archiving 6+ terabytes of data daily.
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ARCHIVE-X makes data governance more manageable and failsafe because it controls retention limits for different communication types in one system, virtually eliminating the need to
micromanage data retention in different systems.
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Together with NICE Actimize’s industry-leading compliance solutions, NTR-X Compliance Recording and SURVEIL-X Holistic Conduct Surveillance, ARCHIVE-X completes the compliance trifecta to form
Compliancentral, the world’s first and only holistic end-to-end communication and trade compliance solution platform. Compliancentral unifies communications capture, archiving, and surveillance into a robust cloud compliance platform, eliminating
costly integrations and ensuring interoperability.
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
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native
customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100
companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact:
Cindy Morgan-Olson, +1 646 408 5896, NICE Actimize,media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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; 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 in making additional
acquisitions or 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; privacy concerns; changes in
currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the Middle East that may
disrupt our business and the global economy; 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 Expands Its Presence in Japan with Availability of CXone in Osaka
Business continuity service offering introduced due to strong demand
Hoboken, N.J., March 7, 2024 – NICE (Nasdaq: NICE) today announced that it has launched a second CXone Cloud Region in Japan. This presents a unique and critical functionality tailored specifically for the Japanese market. NICE will provide a business continuity
(BCP) service for CXone in Osaka, enhancing the overall resilience of CXone cloud infrastructure for Japanese customers. Osaka’s robust infrastructure and connectivity made it a strategic choice for hosting BCP cloud services, providing reliable and
high-performance solutions for NICE customer business needs.
There is increased demand in Japan for reliable and secure cloud services. Many organizations in Japan have strict requirements to
ensure business stability during unexpected outages. The new Osaka business continuity offering is designed to enable CXone customers in Japan to be able to operate contact center services within Japan observing regulatory requirements, in the event
of a natural disaster. With this new BCP service, NICE customers in the region can deliver exceptional Enlighten-powered CX without interruption and while keeping their data protected.
Darren Rushworth, President, NICE
International, said, “This investment demonstrates NICE’s commitment to better serve its Japanese customers. NICE understands the unique challenges in the region when it comes to natural disasters. This enhances the overall resilience of the
CXone cloud infrastructure, ensuring business continuity for customers in the face of unforeseen events like earthquakes and typhoons. NICE intends to continue to invest in Japan to optimize service in the market.”
Mary Wardley, VP Customer Service and
Contact Center Applications, IDC,
said, “The challenge of delivering global solutions is providing for the requirements of each geography. NICE’s continued investment in Japan represents the company’s focus on delivering consistent and secure CX AI technology to its customers in the
region.”
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer
experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over
25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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. Rushworth, 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; 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 in making additional acquisitions or 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; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of
conflicts in the Middle East that may disrupt our business and the global economy; 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
iQor Harnesses NICE CXone to Drive Digital Transformation in CX
NICE CXone empowers iQor to set the standard for excellence in BPO customer experience
Hoboken, N.J., March 12, 2024 – NICE (Nasdaq: NICE) today has announced that iQor, a managed
services provider of customer engagement and technology-enabled business processing solutions, is leveraging NICE CXone, the industry-leading, cloud-native
customer experience (CX) platform, to unify and optimize all interactions and deliver an exceptional digital experience for clients across industries.
CXone facilitates iQor’s custom and agile solutions tailored to the specific needs of clients with the ability to quickly adapt as the
marketplace changes. iQor incorporated CXone into Symphony [AI]TM, its generative AI ecosystem, to improve customer experience with real-time analytics, responses, and solutions derived from both NICE’s and iQor’s extensive industry
experience and best practices. The integration of CXone’s digital and AI capabilities supports iQor’s ability to customize omnichannel experiences, empower data-driven decisions, and deliver unparalleled customer and employee experiences.
Prabhjot Singh, Chief Digital Officer,
iQor, said, “Our partnership with NICE has enhanced our CX capabilities and agility to deliver unmatched customer experiences for our clients in all sectors, leading to a harmonious interplay between the human element and technology. This
ease of doing business reaffirms our commitment to innovation and excellence in customer service.”
“Our partnership with iQor demonstrates the importance of understanding the customer journey from end to end,” said Barry Cooper, President, CX Division, NICE. “CXone’s customizability gives the BPO unlimited possibilities to succeed at a high level and set the
standard for exceptional CX.”
About iQor
iQor is a managed services provider of customer engagement and technology-enabled business process outsourcing (BPO) solutions
comprised of 40,000 amazing employees spanning 10 countries. We are passionate about delivering an outstanding omnichannel customer experience for brands across the globe. Harnessing intelligent CX technology and AI-driven innovations that can
scale teams anywhere, our BPO solutions create happy employees and delighted customers. Our irresistible culture results in a smile with each interaction to create optimal customer experiences. We enable diverse teams to scale our BPO digital
solutions from local to global to create the CX experience brands demand to win and keep customers. Read, see, and hear more at www.iQor.com.
iQor Contact
Robert Constantine
SVP Marketing and Communications
robert.constantine@iqor.com
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer
experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond.
Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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; 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 in making additional acquisitions or 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; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the
impact of conflicts in the Middle East that may disrupt our business and the global economy; 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 Actimize Leads Five Best-in-Class Rankings Across Critical Surveillance
Categories in Datos Insights Impact Report
NICE Actimize continues its
investment in AI and customer-enabled, self-development
tools for both traditional and ML-based models
Hoboken, N.J., March 19, 2024 – NICE Actimize, a NICE (NASDAQ: NICE) business, today confirmed that NICE Actimize and its SURVEIL-X
Holistic Conduct Surveillance Suite was positioned as Best-In Class across five categories in the recently released Datos Insights Impact report, titled “Trade, Communication, Crypto, and Commodities Surveillance Matrix: Catch the Bad Actors.”
(January 2024). In addition to achieving the highest overall total average score across all covered facets of surveillance, the report showed NICE Actimize leading in categories that included trade and markets surveillance, communication
surveillance, crypto surveillance, and commodities surveillance.
Using a proprietary vendor assessment framework, the Datos Insights Matrix evaluates the overall competitive position of each
participating vendor, focusing on stability, client strength, product features, and client services in the trade surveillance market. In addition, this report provides an analysis of the latest trends around the trade/market, communication,
crypto, and commodities surveillance.
Across the Datos Insights Matrix Heat Map which scored such attributes as Vendor Stability, Client Strength, Client Service, and
Product Features, NICE Actimize also achieved among the highest scores, ranging 90+ across each category. In the solutions-specific categories, which included trade and markets surveillance, communication surveillance, crypto surveillance, and
commodity surveillance, NICE Actimize scored 95 per cent across all categories evaluated, among the highest achievements in the report.
“As new regulations arise and clients are faced with new scenarios, they must adapt in order to detect and prevent misconduct. NICE
Actimize's coverage will continue to address those requirements through continued investment in AI and customer-enabled, self-development tools for both traditional and ML-based models,” observed Vinod Jain, Strategic Advisor and author of the report. “The use of AI technology allows NICE Actimize to become more predictive, driving the firm toward proactive surveillance and ultimately
getting ahead of potential risks.”
“End-to-end expertise across the entire breadth of surveillance is critically important for firms looking to ensure regulatory
compliance, and NICE Actimize has fully addressed the full scope of surveillance solutions. From the data we manage to the assets we cover, our SURVEIL-X capabilities lead as the industry’s most robust offering,” said Christopher Wooten, EVP, NICE Vertical Markets. “We appreciate the depth of this industry-leading report that covered the critical areas of concern for the financial
institutions we serve.”
According to the Datos Insights Report, NICE Actimize offers a one-stop comprehensive solution to meet all the surveillance needs
across trade, market, communication, crypto, and commodities. It also offers a solution to monitor conflicts of interest within regulated employees' account dealings, as well as solutions to monitor behavioral patterns to identify high-risk
employees. It has developed products suited to a client’s specific need for surveillance and then has retained the capability to add more solutions and integrate them.
To download a complimentary excerpt of the report, please click here.
About Datos Insights
Datos Insights delivers the most comprehensive and industry-specific data and advice to the companies trusted to protect and grow the
world’s assets, and to the technology and service providers who support them. Staffed by experienced industry executives, researchers, and consultants, we support the world’s most progressive banks, insurers, investment firms, and technology
companies through a mix of insights and advisory subscriptions, data services, custom projects and consulting, conferences, and executive councils. www.datos-insights.com
(info@datos-insights.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
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer
experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond.
Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact:
Cindy Morgan-Olson, +1 646 408 5896, media@nice.com,
ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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; 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 in making additional acquisitions or 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; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact
of conflicts in the Middle East that may disrupt our business and the global economy; 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
NICE Recognized as Best Digital Transformation Partner Company
by 2024 Global Banking & Finance Review Awards
The award acknowledges NICE’s digital leadership in support of contact centers and their
agents across North America, Asia Pacific, Europe, and Latin America
Hoboken, N.J., March 20, 2024 – NICE (Nasdaq: NICE) has announced that Global Banking & Finance Review, a financial media platform with
over three million readers worldwide, has named the company as “Best Digital Transformation Partner Company,” across four major geographic regions, including North America, Asia Pacific, Europe, and Latin America, highlighting its strength and
leadership in its 2024 Global Banking & Finance Review awards competition. This is NICE’s second consecutive win in this award category.
NICE’s Digital Transformation approach to empowering contact
centers and their agents integrates AI-infused digital systems, customer experience platforms, applications, and infrastructure for a more cohesive and personal digital customer journey. NICE’s successful digital transformation strategies include
its purpose-built Enlighten AI for CX solutions customer journey, offering
tools and applications which deliver seamless CX by meeting customers on any touchpoint, any time, regardless of where they are in their journey. NICE has a comprehensive
approach that addresses digital entry points, journey orchestration, smart self-service, prepared agents and a complete
performance suite, all embedded with purpose-built CX
Analytics, AI, and domain expertise.
“Our digital-first strategy isn’t just about our industry-leading applications of artificial intelligence and a flexible cloud environment; the end game is to fully empower contact center agents so
that they provide better personalized experiences to customers,” said Barry Cooper, President, CX Division, NICE. “The digital
transformation of customer service has taken many forms as businesses have infused digital technologies into their customer service models. This has elevated the customer experience, contact center operations, and the nature of agents’ jobs.”
Explains Wanda Rich, Editor, Global
Banking & Finance Review, “Empowering contact centers and their agents with advanced solutions such as NICE Enlighten AI for CX is one of NICE’s many strengths as a digital transformation partner. As an integral part of managing
business challenges, NICE is known for its dedication to innovation by unifying its exceptional cloud platform, workforce engagement management approach, and solutions that transform the customer journey. Our judges continue to be impressed by
NICE’s performance in digital transformation and artificial intelligence applications.”
Another essential element distinguishing NICE’s success in digital transformation is its holistic approach, which unifies its cloud
platform as the backbone of its digital tools. With a unified platform, NICE’s advanced AI tools utilize all data across the CX ecosystem - including native and 3rd-party applications. This structure enables self-service/digital experiences,
assists agents and supervisors, and allows a seamless interface with unstructured data.
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To read more on NICE’s digital customer service
and contact center experiences, please click here.
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To read about NICE Enlighten AI for CX, please click here.
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To view “The Room Where It Happened” video series,
which highlights NICE’s innovation in AI, cloud and digital CX technologies, please click here.
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About Global Banking & Finance Review
Global Banking & Finance Review® is a leading Financial Platform established in 2010 – A Media Powerhouse with its own Online Portal,
Print & Digital magazine reaching over 3 million readers worldwide on an annual basis. Since the inception of the Global Banking & Finance Awards® in 2011, The Awards reflect the innovation, achievement, strategy, progressive and
inspirational changes taking place within the Global Financial community. The awards were created to recognize companies of all sizes which are prominent in particular areas of expertise and excellence within the financial world. The Banking awards
& the Financial Awards are known throughout the global banking and financial community as a symbol of excellence.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer
experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond.
Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact
Cindy Morgan-Olson, +1 646 408 5896, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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; 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 in making additional acquisitions or 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; privacy concerns; changes in
currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the Middle East that may
disrupt our business and the global economy; 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 Enlighten AutoSummary Wins 2024
BIG Innovation Award for Contact Center Innovation
Enlighten AutoSummary combines proprietary NICE CX AI models with Gen AI to automatically
deliver accurate and actionable contact center summaries for every customer interaction
Hoboken, N.J., March 21, 2024 – NICE (Nasdaq: NICE) today announced that NICE Enlighten AutoSummary was named a winner in the 2024 BIG Innovation Awards presented by the Business Intelligence Group. Enlighten AutoSummary, NICE’s AI purpose-built for CX,
seamlessly combines proprietary, industry-specific CX AI models with Generative AI technology to deliver accurate and actionable agent summaries for every customer interaction—voice and digital—saving businesses time, reducing costs, and enabling
overall smoother customer experiences.
A complete and scalable solution, Enlighten
AutoSummary offers an innovative approach to summarizing customer-agent interactions presented in a legible narrative format on the agent dashboard. Using the most extensive CX interaction dataset on the market from NICE’s 30-plus years
of experience, Enlighten AutoSummary lifts the burden of manual notetaking from agents, allowing them to focus on the customer, build rapport, and provide personalized service every time.
Unlike generic generative AI models, which may lack context or relevance, Enlighten AutoSummary focuses on extracting key data elements from customer-agent
interactions. Combining the precision of generative AI with the specific requirements of CX results in a powerful tool that boosts efficiency, reduces costs, and elevates customer experiences.
“Customers are realizing measurable ROI and improved CX with their use of Enlighten AutoSummary. NICE continues to deliver unique CX AI
solutions that provide improved agent productivity and reduced cost,” said Barry Cooper, President, CX Division, NICE. “We are honored to be recognized by the Business Intelligence
Group for innovating in workforce engagement by leveraging AI to empower and motivate agents.”
Enlighten AutoSummary transcribes calls and applies Enlighten AI’s out-of-the-box purpose-built models to identify customer intents,
actions, outcomes and customer sentiment on every interaction. It then composes a summary format, processed with Generative AI using large language models. The final result is a narrative format of the summary that can be viewed in NICE CXone
Agent and ingested into any CRM system.
Accurate, real-time agent notes provide context to the next agent that interacts with the customer to ensure a seamless journey.
Contact centers can use the summary data as part of comprehensive analytics programs to ensure that promised actions and outcomes, such as callbacks, have been scheduled – all of which contributes to driving improved customer satisfaction and
better CX.
The 2024 BIG Innovation Awards recognize organizations and individuals driving innovation and bringing new ideas and experiences to
life across many fields. Nominations were judged by a select group of business leaders and executives who volunteered their time and expertise to score submissions.
“Innovation is driving our society,” said Maria Jimenez, chief nominations officer of the Business Intelligence Group. “We are thrilled to be honoring NICE as they are leading by example and improving the lives of so many.”
About Business Intelligence Group
The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business
world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business
domains and then rewards those companies whose achievements stand above those of their peers.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer
experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond.
Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact
Cindy Morgan-Olson, +1 646 408 5896, media@niceactimize.com
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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; 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 in making additional acquisitions or 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; privacy concerns; changes in currency
exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the Middle East that may disrupt
our business and the global economy; 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 Delivers Major CX AI Milestone with Enlighten Managing 100 Million
Customer Interactions Per Month
Organizations of all sizes across industries utilize NICE Enlighten, NICE’s AI purpose-built for CX, to optimize
automate and augment consumer and employee experience
Hoboken, N.J., March 25, 2024 – NICE (Nasdaq: NICE) today announced that NICE Enlighten, NICE’s CX AI, has reached the significant milestone of augmenting
and automating over 100 million customer interactions per month. This surge manifests the growing demand that was highlighted in NICE’s 2023 earnings report with 300% year-over-year growth in the number of Enlighten AI deals signed in 2023. NICE
is a leading provider of AI-powered CX solutions worldwide. This unprecedented accomplishment underscores NICE Enlighten’s pivotal role in redefining how businesses engage with their customers, leveraging advanced AI technologies to deliver
unparalleled service efficiency and satisfaction.
Since launching in 2020, NICE Enlighten has been at the forefront of innovation in the CX industry, trained on decades of CX data, and operationalized across the industry’s most comprehensive CX
suite of products and with the largest number of out-of-the-box AI modules. Utilizing advanced machine learning, natural language processing, and now generative AI, NICE Enlighten optimizes and personalizes interactions by understanding context,
anticipating customer intents, and providing recommendations in real-time across digital and voice channels. NICE Enlighten is embedded across the entire CXone platform to drive the best outcomes for consumers, employees, and businesses.
Combining NICE Enlighten with NICE’s award-winning CXone platform enables CX organizations to utilize their data to optimize operations and deliver next-generation CX.
Barry Cooper, President, CX Division, NICE, said, “This historic milestone demonstrates that our CX AI innovation is delivering immense value in the
market. Our industry-leading NICE Enlighten drives AI-powered CX at scale to meet current enterprise needs. We are proud of the value Enlighten delivers in enabling organizations to boost CSAT, resolve issues faster, enhance the employee and
consumer experience, and deliver on the bottom line.”
“NICE Enlighten AI has totally changed the way our company operates—for the best. We’re able to measure how we’re treating our guests while still focusing on sales and driving revenue. What more
could we ask for in a sales environment,” said Alexandria Doucet, Open Network Exchange (ONE). ONE is a full-service solution provider in the travel industry. ONE uses Enlighten to evaluate 100% of
its interactions and improve employee productivity.
Jim Lundy, CEO and Founder, Aragon Research, said, “In the last year, the market has become saturated with AI offerings, however, all are not created
equal. It is paramount that CX organizations looking to implement AI only consider purpose-built AI for customer experience and not generic AI or LLMs trained on the public internet. This is how organizations can differentiate themselves in the
AI era and future-proof their business operations for continued success.”
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the
world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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; 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 in making additional acquisitions or 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; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of
conflicts in the Middle East that may disrupt our business and the global economy; 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 Unveils Enlighten XM, A Next Generation AI Contextual Memory Powering
Customer Interactions
Breakthrough CX AI solution leveraging unique LLM deep data memory to drive hyper-personalized
journeys
Hoboken, N.J., March 25, 2024 – NICE (Nasdaq: NICE) today unveiled NICE Enlighten XM (Experience Memory), the latest advancement to NICE’s CX AI
solution, Enlighten, that leverages large language models’ (LLMs) deep data memory to hyper-personalize customer journeys. NICE Enlighten XM ushers in a new era of CX by introducing fully contextualized journey management. NICE Enlighten XM
provides brands with an unprecedented ability to understand, remember, and dynamically adapt to each customer's unique needs and preferences. These capabilities are made possible by LLMs enriched with the industry's most extensive set of
CX-specific AI models from NICE Enlighten and equipped with a holistic customer data memory.
NICE Enlighten XM enables NICE CXone customers to deliver seamless, context-rich interactions that effortlessly resume where previous interactions concluded, given its advanced capability to
hyper-personalize the conversation in real-time. By leveraging a comprehensive memory of all critical data points that distinguish each customer interaction, NICE Enlighten XM provides instant access to historical interaction insights for
both self-service and employee-assisted interactions.
The AI-powered technology constructs an all-encompassing memory of each customer's journey, including their sentiment, behaviors, and interaction history across all touchpoints. NICE
Enlighten XM demonstrates a remarkable ability to harness data from a wide range of sources within an organization’s CX ecosystem, enabling it to gain a deeper understanding of the intricate nuances that define each brand-customer
relationship on an individual, real-time basis. By equipping CX AI with contextual memory, Enlighten XM enables brands to deliver hyper-personalized, relevant, and impactful interactions that cultivate stronger relationships at every stage of
the customer journey.
“Personalized experiences have been a holy grail for organizations, but most have struggled to deliver due to technological limitations," said Barry Cooper,
President, CX Division, NICE. "NICE Enlighten XM shatters those barriers, empowering brands to deliver on the promise of true personalization finally. With NICE Enlighten XM, brands can build stronger relationships, drive
unparalleled customer satisfaction, and lead the way in the future of customer experience. We're excited to make this vision a reality for our NICE CXone customers."
Key benefits and capabilities of NICE Enlighten XM include:
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360-Degree Customer Insight: Combines interaction data, metadata, and analytics from the entire CX ecosystem to provide an unparalleled
understanding of a customer's history and preferences, driving more impactful and personalized interactions.
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Individualized Memory Graph: Creates a unique memory graph for each customer, ensuring every interaction is tailored to their specific
needs with full context based on a multi-dimensional historical record.
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Continuous Conversational Sync: Seamlessly resumes interactions exactly where they left off, regardless of channel or device, enabling
asynchronous bot-and-agent-led interactions to instantly understand and address customer needs.
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Adaptive Personalization Engine: Dynamically determines the optimal next action, response, or activity in real-time based on past
performance, leveraging LLMs’ deep data memory and the brand's knowledge base to create an evolving, customer-centric interface.
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“Enterprise decision makers are overwhelmed with options to apply large language models and Generative AI to improve their customers’ experience,” explains Dan
Miller, Lead Analyst at Opus Research. “Instead of approaches that employ an ocean of undifferentiated data, they need ‘CX AI’ that is trained on company and customer-specific data that can drive personalized, effective outcomes.
Investing in this approach now is foundational to any strategy that differentiates their brand in the Conversational AI era and future-proofs their business operations for years to come.”
About NICE
With NICE (Nasdaq: NICE), it's never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the
world's #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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; 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 in making additional acquisitions or 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; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that may disrupt our business and the global economy; 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 99.9
NICE Launches Next Generation of Enlighten Copilot, Delivering AI-Driven
Augmentation to The Entire CX Workforce
NICE’s latest CX AI innovation drives personalized employee augmentation for agents, supervisors, and CX leaders
Hoboken, N.J., March 26, 2024 – NICE (Nasdaq: NICE) today announced the next generation of Enlighten Copilot designed specifically for supervisors and CX
decision-makers powered by purpose-built AI. This innovative solution addresses the critical market demand for AI-powered augmentation for the increasingly complex operational and analytical work of CX leaders. AI use in the workplace jumped to
over 40% in 2023, according to research from Metrigy. Organizations using AI to improve customer interactions reported a 30% reduction in interaction handle time, a 36% increase in sales, and a 29% reduction in agent attrition. NICE Enlighten
Copilot is the leading CX-specific AI copilot delivering real-time analysis of organizations’ CX data, enabling employees and leaders to take action directly and drive next-gen CX.
NICE Enlighten Copilot encompasses many key use cases for CX organizations to address business needs across each level of operation. Enlighten Copilot for Supervisors joins the portfolio of NICE’s AI solutions
including Enlighten Copilot for Agents and Enlighten Actions.
Turbocharge Employees with NICE Enlighten Copilot for Agents
NICE’s Enlighten Copilot for Agents enhances agent-assisted interactions, providing agents with needed, relevant content, eliminating the need for agents to manually search for answers. Real-time
context from interactions is combined with content from an organization’s knowledge base to enable Copilot for Agents to deliver behavioral and technical next-best actions. NICE Enlighten Copilot for Agents powers agents to perform at the highest
level by:
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Generating real-time, conversational responses that drive ideal outcomes for agents to advance interactions
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Identifying and recommending custom compliance and upsell opportunities for agents to address mid-conversation
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Enabling seamless handoffs through automated processes and real-time and post-interaction summaries
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Empower Supervisors to Become Strategists with NICE Enlighten Copilot for Supervisors
Analyzing data insights from NICE Enlighten Copilot for Agents, Enlighten Copilot for Supervisors gives supervisors an informed, real-time outlook on agents pinpointing exactly where they should
focus to maximize their team’s performance. Enlighten Copilot for Supervisors upgrades supervisors’ abilities by:
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Delivering a 360-degree view of agent performance in the moment and over time, for example: speech patterns, time to resolution and customer sentiment
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Pinpointing where supervisors should target their assistance to most effectively coach their agents
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Generating real-time alerts with context, immediately providing everything a supervisor needs to take action
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Equip CX Leaders with NICE Enlighten Actions
Accessing an organization’s CX data from NICE Enlighten Copilot and CXone, NICE Enlighten Actions delivers a conversational interface to generate and respond to what CX leaders need in the moment, with no additional
coding required. Actions gives CX leaders 100% visibility into operations to make the most informed decisions by:
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Providing CX leaders with the ability to analyze and act on unstructured data, accelerating the pace by which the business can understand, take action, and meet its goals
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Integrating with native and third-party applications and data in the CXone suite to automatically initiate workflow and staffing adjustments and automation
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Generating side-by-side comparison of organizational KPIs against industry benchmark data
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Barry Cooper, President, CX Division, NICE, said, “The next gen NICE Enlighten Copilot is the industry's leading AI-powered employee assist purpose-built for CX. Built from
thousands of models trained on CX-specific interactions, NICE Enlighten Copilot amplifies skilled labor, automating repetitive tasks and delivering faster access to knowledge. In combination with NICE Enlighten Actions, CX leaders can increase
decision velocity and realize business goals faster, streamlining operations and ultimately driving exceptional customer experience.”
Robin Gareiss, Metrigy CEO and principal analyst, said: “Our research validates NICE’s approach with Enlighten Copilot: Business leaders find significant value in leveraging
CX-specific AI to both automate manual functions and augment mission-critical work of employees. Among those already using AI for CX, 66% rely on AI for quality management and 55% to review open-ended feedback from customers. I can’t stress
enough the competitive advantage companies will realize by using AI to automate analysis of customer feedback and workflows, as well as elevating supervisors from tactical to strategic roles.”
For more information about NICE Enlighten Copilot, click here.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native
customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune
100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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; 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 in
making additional acquisitions or 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; privacy
concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the
Middle East that may disrupt our business and the global economy; 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 99.10
NICE Named a Leader in the 2024 Aragon Research Globe™ for Conversational AI
in the Intelligent Contact Center
NICE CXone identified for delivering a single unified platform for the entire CX journey
Hoboken, N.J., March 27, 2024 – NICE (Nasdaq: NICE) today announced that it has been named a Leader in the 2024 Aragon Research Globe for
Conversational AI in the Intelligent Contact Center Report.
For a complimentary copy of the report, click here.
Aragon Research analysts evaluated 20 providers that include conversational AI technology within their intelligent contact center (ICC) offerings, or providing solutions focused
exclusively for the ICC. Providers were ranked based on Strategy, Performance and Reach. NICE was identified as a Leader and highlighted for its portfolio of solutions extending beyond the contact center focused on improving customer
experience through journey orchestration from the initial digital entry point to final issue resolution.
“NICE continues to bring CX AI solutions to market,” said Jim Lundy, Founder and CEO of Aragon Research. “NICE’s Enlighten Copilot, Autopilot and
Actions solutions enable CX organizations to improve the experience for all stakeholders including employees, supervisors, CX leaders and customers.”
Aragon identified NICE for its Enlighten AI platform trained on CX interactions and layered with the latest generative AI to deliver next generation customer and employee experience. NICE
Enlighten Copilot empowers agents and supervisors with personalized guidance and coaching. NICE Enlighten Autopilot delivers intelligent self-service solutions to complex issues through natural language conversations. NICE Enlighten Actions
automates data-driven actions to achieve optimal outcomes.
Barry Cooper, President, CX Division, NICE, said, “We believe this recognition from Aragon exemplifies NICE’s commitment to delivering CX AI solutions
tailormade for CX organizations. NICE delivers the industry’s leading CX AI in the market specifically built for the fast-paced and ever-evolving landscape of CX. Each solution adds value to all CX stakeholders, meaning that every
interaction that happens in any NICE Enlighten solution will yield value and ROI across the entire organization with the interconnected way it works across CXone.”
NICE was also named a Leader in the 2023 Aragon Research Globe for Conversational AI in the Intelligent Contact Center Report.
Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the
highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information
contained in them "AS IS," without warranty of any kind.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the
world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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; 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 in making additional acquisitions or 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; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that may disrupt our business and the global economy; 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 99.11
NICE Recognized for European AI Product Innovation Industry Excellence
Leading analyst firm Frost & Sullivan recognized NICE in the 2024 Best Practices Awards
Hoboken, N.J., March 27, 2024 – NICE (Nasdaq: NICE) today announced it has received Frost & Sullivan’s 2024 Best Practices New Product Innovation
Award for its ongoing advancements in AI for Customer Experience (CX) solutions for businesses across Europe. Frost & Sullivan recognized NICE’s Enlighten portfolio, embedding innovative copilot capabilities to empower employees,
supervisors, and CX leaders. Frost & Sullivan specifically highlighted NICE’s Enlighten Copilot which leverages purpose-built AI for CX to analyze organizations’ CX data in real-time to deliver actionable responses and content to
employees and supervisors, enhance performance, and ultimately create a better employee experience (EX) and CX.
Frost & Sullivan applies a rigorous analytical process to evaluate multiple nominees for each award category before determining the final award recipient. The process involves a detailed
assessment of best practices criteria across two dimensions for each nominated company, new product attributes and customer impact. NICE excels in many of the criteria in the AI product innovation space.
Frost & Sullivan highlighted one of NICE’s Enlighten customers, Republic Services, an industry-leading waste management company. After implementing NICE’s solutions, Republic Services
achieved a 120% surge in coaching actions within three months and then a 33% improvement in customer sentiment within six months. With NICE’s CX AI solutions, Republic Services was able to pinpoint areas for improvement, empower its
employees, reduce attrition rates, extend self-service capabilities, and elevate customer communication.
“NICE Enlighten AI and Interaction Analytics have given us the ability to cast a wide net to identify critical call types, while NICE Quality Management allows us to evaluate and act in ways
that really move the needle,” said Morgan Gray, Senior Manager in CX Field Management, Republic Services.
Frost & Sullivan recognized NICE as an established global leader for CX AI technologies, with a strong track record of successful investments and a strategic vision, making AI a critical
lever for achieving EX and CX excellence.
“Driving innovation and growth is a difficult task, made even harder by the strategic imperatives forcing change today, such as disruptive technologies, value chain compression, industry
convergence, and new business models. In this context, NICE’s recognition signifies an even greater accomplishment,” said David Frigstad, Chairman, Frost & Sullivan.
In addition, NICE recently received Frost & Sullivan’s 2023 Customer Value Leadership award for best in class in the North American AI-enhanced workforce optimization industry.
“Harnessing AI technology to improve and upskill the workforce in today’s evolving contact center workplace is a key objective in delivering excellent and consistent CX. NICE recognizes
GenAI's potential to help achieve this goal. Its NICE Enlighten Copilot solution provides supervisors with tools and actionable insights (e.g., data visualization dashboards) to manage agents and the overall contact center better, ensuring a
consistent CX,” said Valentina Barcia, Best Practices Research Analyst, Frost & Sullivan.
Darren Rushworth, President, NICE International, said, “Enlighten, NICE’s purpose-built AI for CX, is having a tremendous impact across EMEA and the
world. It can play a powerful role in organizations as both an assistant to employees and supervisors as well as a strategic guide to CX leaders, offering data-driven next-best actions to optimize CX operations and deliver on organizational
goals. We are proud to receive this recognition from Frost & Sullivan, a testament to NICE’s mission of delivering cutting-edge technology that enables next-generation EX and CX.”
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the
world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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. Rushworth, 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; 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 in making additional acquisitions or 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; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that may disrupt our business and the global economy; 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 99.12
Triple Impact Connections Increases its Digital CX Capabilities with CXone
NICE CXone’s AI-Driven cloud CX platform will provide Triple Impact Connections with the next gen flexibility and scalability to meet its needs amid rapid growth
Hoboken, N.J., March 28, 2024 – NICE (Nasdaq: NICE) today announced that Triple Impact Connections, a
veteran-owned BPO firm based in the United States, has selected the industry-leading NICE CXone platform to help drive great customer service and long-term value. With the move to CXone, Triple Impact Connections will be able to handle its
rapid growth, better support its remote agents, and offer customers a complete, end-to-end experience.
Triple Impact Connections chose NICE because of its placement as a leader on Gartner’s Magic Quadrant for CCaaS, its consistent industry leadership in workforce management, and its advanced
CX analytics and AI capabilities. The robust, complete AI-powered platform of CXone will provide better visibility into its contact service operation with real-time insights into overall operations. This increase in accurate reporting will
give the company a better understanding of agent performance and empower those agents with a unified workspace and the training they need to succeed.
In addition, Triple Impact Connections looked to improve its self-service capabilities and offer a wider range of options to its end customers. The company will create a seamless, intelligent
omnichannel journey across all digital and voice interaction channels, making the BPO more competitive and able to adapt to market changes quickly and effortlessly without disrupting the customer’s journey.
Josh Kuligowski, Chief Technology Officer, Triple Impact Connections, said, “As we navigate the ongoing surge in customer demand, NICE empowers us to
deliver next-generation service levels and comprehensive omnichannel digital strategies, placing our customers at the forefront of exceptional customer service, robust support, and seamless order fulfillment. This decision positions us to not
only meet but exceed increased customer demand, and solidify our identity as a family-oriented, community-driven business."
“The need to have an interactions centric platform that can converge all CX assets and be fueled with AI is a mandatory requirement for businesses to build the future of their CX operation,”
said Barry Cooper, President, CX Division, NICE. “With CXone’s AI-driven digital capabilities, Triple Impact Connection will be on the cutting edge of CX with a suite of solutions capable of meeting any
and all needs.”
About Triple Impact Connections
Triple Impact Connections is a provider of Business Process Solutions (BPO) with major clients across North America. As such, we’re uniquely positioned to deliver on clients’ evolving needs
through the Military Spouse Employment Partnership (MSEP). Our executive team brings over 60 years of Contact Center experience and strategic and tactical expertise between brands and customers. The benefits Triple Impact offers are
game-changers and a clear win-win for companies, their customers, and our country. tripleimpact.com
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the
world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, 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; 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 in making additional acquisitions or 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; privacy concerns;
changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the Middle
East that may disrupt our business and the global economy; 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.