Latest news with #CustomerServiceManagement
Yahoo
08-05-2025
- Business
- Yahoo
Nice enters partnership with ServiceNow for customer service fulfillment
NICE (NICE) announced a partnership with ServiceNow (NOW) to deliver end-to-end, fully automated customer service fulfillment. The partnership leverages NICE's industry-leading AI-powered customer service automation platform with the ServiceNow AI Platform and Customer Service Management solution to provide organizations with a turnkey, AI-powered framework that connects front, middle, and back-office operations, optimizing every customer service interaction for enhanced efficiency and improved experiences. By combining industry-leading AI capabilities from both companies, NICE and ServiceNow are bringing together real-time customer service automation and enterprise workflow management to eliminate operational silos that traditionally plague customer service delivery. Discover companies with rock-solid fundamentals in TipRanks' Smart Value Newsletter. Receive undervalued stocks, resilient to market uncertainty, delivered straight to your inbox. Published first on TheFly – the ultimate source for real-time, market-moving breaking financial news. Try Now>> See the top stocks recommended by analysts >> Read More on NICE: Disclaimer & DisclosureReport an Issue NICE Upcoming Earnings Report: What to Expect? Nice price target lowered to $180 from $200 at Rosenblatt Nice price target lowered to $202 from $235 at Morgan Stanley Nice price target lowered to $180 from $200 at DA Davidson Nice Actimize announces availability of Xceed AI agents Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Techday NZ
08-05-2025
- Business
- Techday NZ
NICE & ServiceNow partner on AI to unify customer service
NICE and ServiceNow have announced a strategic partnership to provide organisations with an automated, AI-powered solution for end-to-end customer service fulfilment across enterprise operations. The collaboration brings together NICE's AI-powered customer service automation platform and the ServiceNow AI Platform with Customer Service Management (CSM) to create an integrated framework that links front-, middle-, and back-office functions for improved service delivery and operational efficiency. This integration aims to address longstanding issues caused by operational silos in customer service. By combining real-time customer engagement automation with enterprise workflow management, organisations will be able to connect customer-facing interactions with fulfilment processes managed in back-end systems through a single unified platform. The companies claim this approach will help businesses resolve service requests more rapidly, minimise service gaps, enhance agent productivity, and transform fragmented customer journeys into cohesive experiences. Barry Cooper, President, CX Division at NICE, said, "Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE's AI-driven customer service automation and ServiceNow's robust AI platform, we're enabling businesses to streamline their operations and deliver fully automated customer service fulfilment. This unified approach will improve both customer and employee experiences, delivering greater value for all." The partnership leverages both organisations' AI and automation strengths, providing what they describe as a unified customer experience framework designed to support various aspects of customer service operations. One aspect of this collaboration is the ability to unify AI-powered customer engagement. Organisations will be able to synchronise ServiceNow's customer data with NICE's engagement intelligence, enabling real-time matching of customers to optimal agents. The AI analyses sentiment, intent, service history, and service level agreements (SLAs), dynamically routing chats and cases across different teams. This approach is expected to improve customer satisfaction, drive revenue, and support efficient resolutions. Michael Ramsey, General Vice President, Product Management, CRM and Industry Workflows at ServiceNow, said, "Organisations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE's Contact Centre-as-a-Service (CCaaS) and workforce engagement management (WEM) capabilities with the ServiceNow AI Platform, we're unifying real-time customer engagement with enterprise workflow automation." The combined solution also aims to enhance workforce productivity via AI-powered support for agents. Employees receive role-specific guidance and immediate insights into customer sentiment, behaviours, and service histories, empowering them to make informed decisions and deliver tailored outcomes. AI-based recommendations are intended to assist agents in choosing optimal actions and automating workflows in pursuit of faster and better resolutions throughout the customer journey. Quality assurance will be supported by real-time AI analysis of interactions, which can detect trends and compliance concerns. The system is designed to automatically trigger relevant workflows, turning every customer conversation into an opportunity for continuous improvement and operational excellence. Liz Miller, Vice President and Principal Analyst at Constellation Research, commented, "Workflows and automations, even when powered by AI, can stall if they only exist in a silo. Together, NICE and ServiceNow are breaking down barriers that so often get in an organisation's way when working to deliver a fully integrated service experience. "This partnership streamlines every service request from start to finish, turbocharging service delivery, improving operational efficiency, and elevating customer satisfaction to new heights. It also unlocks the opportunity to best orchestrate the hand-off of experiences across sales, marketing, and service, intentionally connecting these critical workflows into a true enterprise-wide team sport we call customer experience." Involvement in the partnership has extended to system integrators, with Dave Seybold, Chief Executive Officer of TTEC Digital, stating, "We're excited to help our clients realise the potential of the NICE and ServiceNow partnership to transform the way they deliver customer experience. With AI-powered automation driving end-to-end workflows from front- to back-office tools and platforms, in what we call Experience Fulfilment, we see a future where every service interaction is faster, smarter, and more connected." The target availability for the new service offering is the fourth quarter of 2025.
Yahoo
07-05-2025
- Business
- Yahoo
NICE and ServiceNow Announce Strategic Partnership to Deliver AI-Powered Customer Service Fulfillment Across the Enterprise
"Organizations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE's CCaaS and WEM capabilities with the ServiceNow AI Platform, we're unifying real-time customer engagement with enterprise workflow automation," said Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow. "Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE's AI-driven customer service automation and ServiceNow's robust AI platform, we're enabling businesses to streamline their operations and deliver fully automated customer service fulfillment. This unified approach will improve both customer and employee experiences, delivering greater value for all," said Barry Cooper, President, CX Division, NICE. By combining industry-leading AI capabilities from both companies, NICE and ServiceNow are bringing together real-time customer service automation and enterprise workflow management to eliminate operational silos that traditionally plague customer service delivery. Organizations can now seamlessly connect front-office customer interactions with middle and back-office fulfillment processes through a single, integrated platform. This convergence enables businesses to deliver faster resolutions, reduce service gaps, optimize agent productivity, and ultimately transform fragmented customer journeys into cohesive, satisfying experiences. HOBOKEN, N.J., May 07, 2025 --( BUSINESS WIRE )-- NICE (Nasdaq: NICE) today announced at ServiceNow's annual customer and partner event, Knowledge 2025, a strategic partnership with ServiceNow (NYSE: NOW) , the AI platform for business transformation, to deliver end-to-end, fully automated customer service fulfillment. The partnership leverages NICE's industry-leading AI-powered customer service automation platform with the ServiceNow AI Platform and Customer Service Management (CSM) solution to provide organizations with a turnkey, AI-powered framework that connects front, middle, and back-office operations, optimizing every customer service interaction for enhanced efficiency and improved experiences. Story Continues Unifying AI-powered customer engagement: Seamlessly connect ServiceNow's rich customer data with NICE's engagement intelligence to match every customer with the optimal agent in real time. AI evaluates sentiment, intent, history, and SLAs to dynamically route ServiceNow chats and cases across front and back-office teams. This unified, intelligent routing system increases customer satisfaction, drives revenue growth, and ensures efficient service resolutions that benefit both customers and agents. Enhance workforce productivity with AI-powered support: Empower agents with real-time AI insights to improve decision-making and performance. Role-specific copilots deliver instant access to customer sentiment, behavioral patterns, and service history, ensuring employee success in every interaction. AI-driven recommendations proactively guide agents and back-office teams, automate next-best actions, and streamline workflows for faster, more optimal resolutions across the entire customer journey. Elevate quality through continuous proactive optimization: Drive continuous quality improvements across customer service, product experiences, and operations with AI-powered insights as they happen. AI analyzes interactions in real time to detect trends and compliance gaps, automatically triggering actionable workflows in ServiceNow. This intelligence ensures every customer interaction fuels operational excellence – enhancing service accuracy, optimizing processes and continuously improving business performance. "Workflows and automations, even when powered by AI, can stall if they only exist in a silo. Together, NICE and ServiceNow are breaking down barriers that so often get in an organization's way when working to deliver a fully integrated service experience," said Liz Miller, VP & Principal Analyst with Constellation Research. "This partnership streamlines every service request from start to finish, turbocharging service delivery, improving operational efficiency and elevating customer satisfaction to new heights. It also unlocks the opportunity to best orchestrate the hand-off of experiences across sales, marketing and service, intentionally connecting these critical workflows into a true enterprise-wide team sport we call customer experience." "We're excited to help our clients realize the potential of the NICE and ServiceNow partnership to transform the way they deliver customer experience. With AI-powered automation driving end-to-end workflows from front to back-office tools and platforms, in what we call Experience Fulfillment, we see a future where every service interaction is faster, smarter, and more connected," said Dave Seybold, CEO of TTEC Digital. Availability Please contact your AE for currently available integration options. Target availability of the new offering is Q4 2025. 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. About ServiceNow ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: © 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 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: 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. View source version on Contacts NICE Contacts: Corporate Media Contact Christopher Irwin-Dudek, +1 201 561 4442, media@ ET Investors Marty Cohen, +1 551 256 5354, ir@ ET Omri Arens, +972 3 763 0127, ir@ CET ServiceNow Contact Madison DaValle 847-910-344 press@
Business Wire
07-05-2025
- Business
- Business Wire
NICE and ServiceNow Announce Strategic Partnership to Deliver AI-Powered Customer Service Fulfillment Across the Enterprise
HOBOKEN, N.J.--(BUSINESS WIRE)-- NICE (Nasdaq: NICE) today announced at ServiceNow's annual customer and partner event, Knowledge 2025, a strategic partnership with (NYSE: NOW), the AI platform for business transformation, to deliver end-to-end, fully automated customer service fulfillment. The partnership leverages NICE's industry-leading AI-powered customer service automation platform with the ServiceNow AI Platform and Customer Service Management (CSM) solution to provide organizations with a turnkey, AI-powered framework that connects front, middle, and back-office operations, optimizing every customer service interaction for enhanced efficiency and improved experiences. By combining industry-leading AI capabilities from both companies, NICE and ServiceNow are bringing together real-time customer service automation and enterprise workflow management to eliminate operational silos that traditionally plague customer service delivery. Organizations can now seamlessly connect front-office customer interactions with middle and back-office fulfillment processes through a single, integrated platform. This convergence enables businesses to deliver faster resolutions, reduce service gaps, optimize agent productivity, and ultimately transform fragmented customer journeys into cohesive, satisfying experiences. 'Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE's AI-driven customer service automation and ServiceNow's robust AI platform, we're enabling businesses to streamline their operations and deliver fully automated customer service fulfillment. This unified approach will improve both customer and employee experiences, delivering greater value for all,' said Barry Cooper, President, CX Division, NICE. 'Organizations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE's CCaaS and WEM capabilities with the ServiceNow AI Platform, we're unifying real-time customer engagement with enterprise workflow automation,' said Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow. The partnership leverages both companies' AI and automation capabilities in a unified CX framework to drive productivity, improve quality assurance and maximize outcomes: Unifying AI-powered customer engagement: Seamlessly connect ServiceNow's rich customer data with NICE's engagement intelligence to match every customer with the optimal agent in real time. AI evaluates sentiment, intent, history, and SLAs to dynamically route ServiceNow chats and cases across front and back-office teams. This unified, intelligent routing system increases customer satisfaction, drives revenue growth, and ensures efficient service resolutions that benefit both customers and agents. Enhance workforce productivity with AI-powered support: Empower agents with real-time AI insights to improve decision-making and performance. Role-specific copilots deliver instant access to customer sentiment, behavioral patterns, and service history, ensuring employee success in every interaction. AI-driven recommendations proactively guide agents and back-office teams, automate next-best actions, and streamline workflows for faster, more optimal resolutions across the entire customer journey. Elevate quality through continuous proactive optimization: Drive continuous quality improvements across customer service, product experiences, and operations with AI-powered insights as they happen. AI analyzes interactions in real time to detect trends and compliance gaps, automatically triggering actionable workflows in ServiceNow. This intelligence ensures every customer interaction fuels operational excellence – enhancing service accuracy, optimizing processes and continuously improving business performance. 'Workflows and automations, even when powered by AI, can stall if they only exist in a silo. Together, NICE and ServiceNow are breaking down barriers that so often get in an organization's way when working to deliver a fully integrated service experience,' said Liz Miller, VP & Principal Analyst with Constellation Research. 'This partnership streamlines every service request from start to finish, turbocharging service delivery, improving operational efficiency and elevating customer satisfaction to new heights. It also unlocks the opportunity to best orchestrate the hand-off of experiences across sales, marketing and service, intentionally connecting these critical workflows into a true enterprise-wide team sport we call customer experience.' 'We're excited to help our clients realize the potential of the NICE and ServiceNow partnership to transform the way they deliver customer experience. With AI-powered automation driving end-to-end workflows from front to back-office tools and platforms, in what we call Experience Fulfillment, we see a future where every service interaction is faster, smarter, and more connected,' said Dave Seybold, CEO of TTEC Digital. Availability Please contact your AE for currently available integration options. Target availability of the new offering is Q4 2025. 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. About ServiceNow ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: © 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 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: 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.
