Oodle Selects NICE Enlighten AI to Better Identify and Serve Vulnerable Customers
22 Novembre 2023 - 2:00PM
Business Wire
The leading car finance company can now drive
fair outcomes to consumers by identifying and responding to
vulnerability in real-time with Enlighten AI for Vulnerable
Customers.
NICE (Nasdaq: NICE) today announced that Oodle Car
Finance, one of the fastest growing motor finance companies in the
United Kingdom (UK), has selected NICE’s artificial intelligence
(AI)-driven customer experience solutions to identify and meet the
specific needs of vulnerable consumers. With NICE Interaction
Analytics and Enlighten AI for Vulnerable Customers, Oodle is
providing its frontline contact center agents with real-time
guidance, ensuring fair treatment, and addressing regulatory
compliance.
NICE’s technology enables Oodles’ contact center agents to adapt
their behaviours, driving higher volumes of fair outcomes for
vulnerable customers. By investing in Enlighten AI, Oodle is
establishing practices designed to treat vulnerable customers
fairly and deliver service in line with the Consumer Duty
guidelines for firms published by the UK’s Financial Conduct
Authority (FCA) regarding the fair treatment of customers.
The cloud-based NICE customer experience applications make it
possible for Oodle to pro-actively identify vulnerable customers by
analyzing the company’s interactions. The analysis of every voice
contact occurs automatically, with no manual effort, accurately
identifying indicators of vulnerability among customers. The
solutions provide effective post-call and real-time interaction
guidance for frontline agents, improving their responses to
consumer vulnerabilities and the agent soft skill behaviors
impacting customer satisfaction metrics. While Oodle is aligning
with FCA guidance, owing to Enlighten AI, it is also lowering its
operational costs by improving multiple key KPIs related to agent
hold times and first call resolution.
When comparing to previously available data, Oodle has seen an
improvement in the accurate identification and flagging of
vulnerable customers. The solution will continue to learn and
improve as time goes on, with the goal of unconscious competence
across the customer facing employee population.
“At Oodle, our enduring goal is to provide an exceptional
experience for all our customers, and we want our customers in
vulnerable circumstances to receive good customer outcomes that
take into consideration their situations. Our objective is to
ensure consistent fair treatment for all.” said Jessica Bates,
COO of Oodle Car Finance. “To ensure we embed this into our
culture and provide the quality our customers have come to expect,
we selected NICE Enlighten AI for Vulnerable Customers. The
solution enables us to rapidly and automatically incorporate the
visibility and guidance needed to effectively support customers in
vulnerable circumstances, ensure fair treatment and deliver exactly
the service they need, when they need it.”
Having disrupted the used car finance market in the UK with its
digital, end-to-end service, Oodle is now well-positioned to
further differentiate itself on customer experiences, thanks to
NICE’s CX technology.
“We are pleased to help Oodle Car Finance support their
employees in delivering service that not only meets the FCA’s
Consumer Duty guidelines, but also creates frictionless experiences
that help to better support all customers, but with particular
consideration for those in vulnerable circumstances,” said
Darren Rushworth, President, NICE International. “By
choosing NICE Enlighten AI, Oodle has distinguished itself in its
industry with real-time analysis of every interaction and rapid
responsiveness to the specific needs of all its customers.”
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
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. Darren 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, including as a result of the COVID-19
pandemic; competition; successful execution of the Company’s growth
strategy; success and growth of the Company’s cloud
Software-as-a-Service business; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; the Company’s dependency
on third-party cloud computing platform providers, hosting
facilities and service partners;, cyber security attacks or other
security breaches against the Company; the effect of newly enacted
or modified laws, regulation or standards on the Company and our
products and various other factors and uncertainties discussed in
our filings with the U.S. Securities and Exchange Commission (the
“SEC”). For a more detailed description of the risk factors and
uncertainties affecting the company, refer to the Company's reports
filed from time to time with the SEC, including the Company’s
Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this
press release, and the Company undertakes no obligation to update
or revise them, except as required by law.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20231122521473/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, media@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com
Grafico Azioni NICE (NASDAQ:NICE)
Storico
Da Mar 2024 a Apr 2024
Grafico Azioni NICE (NASDAQ:NICE)
Storico
Da Apr 2023 a Apr 2024