CHICAGO, April 11, 2019 — RiverStar, a contact center software and custom applications solution provider, today announced that it will be debuting QueView — a custom cherry-picking email application — at the upcoming Interactions 2019 NICE inContact customer conference. RiverStar is a proud Silver sponsor of the event, which takes place April 15-17 in Las Vegas, Nevada.

“We’re excited to be sponsoring Interactions again this year,” said Bob Fike, RiverStar CEO. “RiverStar has been developing applications that extend the functionality of NICE inContact CXone cloud customer experience platform for more than a decade, and we’re looking forward to connecting with peers and colleagues from the extensive NICE inContact user community.”

Attendees who visit the RiverStar booth will have an opportunity to demo the QueView software application and see how it empowers organizations to answer emails rapidly and with greater accuracy, as well as close cases faster, increase SLA adherence, and better leverage agent expertise and areas of specialty.

QueView, integrated with NICE inContact CXone, provides custom responsiveness and better control over email handling by allowing supervisors and agents to assign emails to agents based on availability, skill or any other criteria.

Historically, contact centers have struggled with email response time, as emails often go into a generic queue or get assigned to available agents that lack expertise to respond to a specific issue. QueView solves this problem by automatically routing inbound emails into customized queues based on specific topics — such as support, sales or general questions. Instead of pushing emails to a specific agent who may not be trained (or available) to handle a topic, the emails go into queues where available agents can choose which emails they wish to respond to based on priority, time-sensitivity, topic or any other criteria.

“QueView is yet another addition to our suite of applications integrated with CXone that drive significant benefits across the entire organization,” said Fike. “Organizations using RiverStar applications can expect to see increased productivity, reduced call time, increased sales and improved business visibility. More importantly, RiverStar applications dramatically improve customer interactions, retention and loyalty.”

RiverStar’s suite of applications integrated with CXone provide campaign management, customer interaction tracking, reporting, notifications and alerts, survey development, appointment scheduling and workflow automation.

To learn more about QueView, visit https://www.riverstar.com/queview or connect with RiverStar on the NICE inContact CXexchange partner product marketplace at https://cxexchange.niceincontact.com/home.

DEVone offers customers and partners broad tools and resources to enable them to create new applications on CXone, including extensive documentation and support, and access to an online developer community. Companies interested in how each company works with CXone can visit CXexchange to learn more about the applications and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their applications ready to integrate easily with CXone.

About RiverStar
RiverStar delivers software and consulting services for companies that rely upon their inbound or outbound contact center as a key part of their business. Our software empowers developers to create workflows that integrate with internal systems and are 100% unique to how their business runs.

Our consultants assist with specialized points of integration — and are experts in extending the value of existing systems, by creating custom desktop workflows that work with these systems to streamline complex customer-facing processes. RiverStar helps our customers achieve tangible results, such as increasing agent productivity by 35%, conversion rates by 25% and first call resolution by 20% — as well as reducing call handling time by 10% and training time by 50%. Some of the world’s largest organizations across multiple industries have entrusted RiverStar with their complex customer-facing processes. RiverStar is a proud DEVone member with products available on the CXexchange partner product marketplace.

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Integrated inContact Application Allows Agents and Supervisors to Assign Emails For Better Control and Faster Response

CHICAGO, Dec. 19, 2018 /PRNewswire-PRWeb/ — RiverStar, a contact center software and custom applications solution provider, today announced the release and general availability of its QueView software application. QueView runs within the NICE inContact application, and provides custom responsiveness and better control over email queues by allowing supervisors and agents to assign emails to agents based on availability, skill or any other criteria.

“We’re thrilled with the release of QueView,” said Bob Fike, RiverStar CEO. “QueView delivers organizations utilizing the inContact platform with a number of critical benefits — including the ability to answer emails rapidly and with greater accuracy, close cases faster, increase SLA adherence, and better leverage agent expertise and areas of specialty.”

Historically, contact centers have struggled with email response time, as emails often go into a generic queue or get assigned to available agents that lack expertise to respond to a specific issue. QueView solves this problem by automatically routing inbound emails into customized queues based on specific topics — such as support, sales or general questions. Instead of pushing emails to a specific agent who may not be trained (or available) to handle a topic, the emails go into queues where available agents can choose which emails they wish to respond to based on priority, time-sensitivity, topic or any other criteria.

“QueView is yet another addition to our suite of integrated inContact applications that drive significant benefits across the entire organization,” said Fike. “Organizations using QueView can expect to see increased productivity, reduced call time, increased sales and improved business visibility. More importantly, RiverStar applications dramatically improve customer interactions, retention and loyalty.”

RiverStar’s suite of integrated solutions for NICE inContact include solutions for campaign management, customer interaction tracking, reporting, notifications and alerts, survey development, appointment scheduling and workflow automation.

To learn more about QueView, visit http://www.riverstar.com/queview or connect with RiverStar on the NICE inContact CXexchange Partner Network at https://cxexchange.niceincontact.com.

ABOUT RIVERSTAR
RiverStar delivers software and consulting services for companies that rely upon their inbound or outbound contact center as a key part of their business. Our software empowers developers to create workflows that integrate with internal systems and are 100% unique to how their business runs.

Our consultants assist with specialized points of integration — and are experts in extending the value of existing systems, by creating custom desktop workflows that work with these systems to streamline complex customer-facing processes. RiverStar helps our customers achieve tangible results, such as increasing agent productivity by 35%, conversion rates by 25% and first call resolution by 20% — as well as reducing call handling time by 10% and training time by 50%. Some of the world’s largest organizations across multiple industries have entrusted RiverStar with their complex customer-facing processes. RiverStar is a proud member of the NICE inContact CXexchange Partner Network.

RiverStar joins DEVone Developer Program Including CXone-integrated Agent Desktop on CXexchange Marketplace

Salt Lake City – September 28, 2017 – NICE inContact (Nasdaq:NICE) today announced that RiverStar has joined the DEVone developer program and has an agent desktop product available on CXexchange marketplace, the most extensive technology ecosystem currently available in the customer experience market. Products available on CXexchange are designed to integrate with  NICE inContact CXone™, the world’s #1 cloud customer experience platform.

RiverStar provides the RiverStar Unified Agent Desktop that extends My Agent eXperience – MAX agent interface on CXone with the ability to unify agents’ desktop workflow experience. Unified Agent Desktop integrates tightly with both NICE inContact CXone and a company’s existing business systems – creating a single workspace to seamlessly manage customer interactions and providing agents with all the information they need in one central view.

NICE inContact CXone empowers organizations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations. To meet the needs of organizations of all sizes, CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence—all on an Open Cloud Foundation.

NICE inContact customers will benefit from RiverStar Unified Agent Desktop by enabling:

• Customized process workflows and custom call scripts that follow specific business needs or industry requirements without being restricted by the limitations of existing systems
• Personalized customer interactions with integration into your enterprise systems and your interaction history to pull relevant customer or situational information when its needed, on demand— improving customer satisfaction and decreasing call times
• Seamless call management that empowers agents to manage their entire workflow directly from their desktop without switching between systems

“RiverStar is excited for this partnership with NICE inContact and being part of CXexchange,” said Bob Fike, RiverStar CEO. “This integration with CXone will truly help create a more efficient contact center environment that results in a more positive experience for both customers and agents – personalizing customer experiences, providing better answers and increasing customer retention.”

DEVone offers partners broad tools and resources to enable them to create new applications on CXone including over 250 available APIs, extensive documentation and support, and access to an online developer community.  Companies interested in how RiverStar works with CXone can visit CXexchange to view the application, see a demo and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their CXone-based applications.

“NICE inContact tranforms one-on-one customer experiences with our cloud contact center solutions,” said Paul Jarman, CEO of inContact. “The integration of the RiverStar agent desktop with CXone creates a clearer path to a more positive customer experience. We welcome RiverStar as part of the CXexchange marketplace.”

About NICE inContact

NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.

NICE inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes NICE inContact CXone cloud, an expert service model and the broadest partner ecosystem. www.incontact.com

NICE inContact Media Contact

• Cheryl Andrus, +1 801 320 3646, cheryl.andrus@incontact.com

Investors

• Marty Cohen, +1 551 256 5354, ir@nice.com, ET
• Yisca Erez +972 9 775 3798, ir@nice.com, CET

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

Forward-Looking Statements

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

RiverStar signed a contract with United Ways of California, South Pasadena, California. United Ways of California is an organization that provides free, confidential service that connects residents with local community-based organizations across the state, offering thousands of different programs and services for people seeking answers. In 2015, more than half a million California residents turned to 2-1-1 for health and human service information and referrals, and the numbers continue to grow.  2-1-1 has information on more than 30,000 different programs and services across the state.

The United Ways of California – RiverStar team has collaborated to implement an evolving, comprehensive solution for California that manages the interactions between California 2-1-1 and the residents seeking assistance as well as allowing residents to receive assistance via a mobile responsive web portal. The solution is built using RiverStar Studio, a platform used to rapidly create web applications using a graphical drag and drop interface that doesn’t require traditional programming.  The solution is centered on the RiverStar Unified Agent Desktop that is tightly integrated with the California 2-1-1 contact center platform provided by inContact.

For California 2-1-1, the RiverStar Unified Agent Desktop, built using RiverStar Studio, has been configured to initially provide a scheduling application for the agents to use to schedule appointments with tax counselors to help residents with their taxes. It then will be extended to integrate with the iCarol reference information platform that is used by California 2-1-1 to quickly pull information needed to assist residents with their specific issues such as broadband service eligibility screening and enrollment and Cover California screening and enrollment.

All the solutions developed or planned for 2-1-1 e.g. tax appointment scheduling, broadband service eligibility screening, Cover California screening and enrollment will also have a mobile responsive self service component which will allow residents to obtain assistance.

RiverStar supports key business activities through:

• Embedded call control in the desktop for telephony, inbound email handling, chat and SMS
• Process based workflows within the desktop,
• Searchable, data-driven reference information, e.g., FAQs, Reference Documents, Reference Links
• Rapid integration with enterprise systems, e.g., iCarol, embedded in the workflows
• Business process management functionality to manage customer facing business processes

The solution provides a wide range of functionality for a group of 12 different 2-1-1 organizations across the state to support interactions with the residents, such as:

• RiverStar Unified Agent Desktop
• Activity scheduling, planning, tracking, escalation, and management
• Inbound customer service assistance requests
• Needs assessment
• Eligibility screening, referral and enrollment
• Appointment reminders
• Contact history
• Reporting

This solution is intended to become the focus for all interactions with the residents.

RiverStar signed a contract with WESTMED Practice Partners LLC, Purchase, NY. WESTMED Practice Partners (WPP) is a healthcare management services company that has evolved from the success of WESTMED Medical Group. In the late 1990’s, WESTMED rolled out the healthcare delivery model of the integrated multi-specialty practice, a community-based facility that provides coordinated, efficient and quality care.

During the decade of implementation of this model, WESTMED has received national recognition for its coordinated clinical services and highly integrated information systems that have improved patient care, increased physicians’ professional satisfaction and enabled the practice to reduce healthcare costs. Remarkable growth and patient satisfaction with our integrated multispecialty practice have positioned us as the future of healthcare today.

WESTMED Practice Partners provides a turnkey solution to hospital systems looking to build a free-standing, comprehensive ambulatory center offering a full range of primary, specialty and ancillary services.

The WPP – RiverStar team has collaborated to implement an appointment scheduling solution for the WPP agents to use when making appointments with the physicians supported by WPP. The initial implementation supported the Internal Medicine Department and is now being expanded to support other departments.

RiverStar supports key business activities through:

• Providing a dynamic agent workflow
• Providing the business logic to determine the type of appointment to be scheduled
• Displaying available appointment slots
• Pulling data from GE Centricity to drive the scheduling dialog

The results have included:

• Increased agent productivity
• Reduced agent training time
• Improved agent satisfaction
• Reduced error rates
• Improved agent retention

RiverStar signed a contract with Michigan 2-1-1, Lansing, Michigan. Michigan 2-1-1 is an organization that provides free, confidential service that connects residents with local community-based organizations across the state, offering thousands of different programs and services for people seeking answers. In 2014, more than half a million Michigan residents turned to 2-1-1 for health and human service information and referrals, and the numbers continue to grow.  2-1-1 has information on more than 30,000 different programs and services across the state.

The Michigan 2-1-1 – RiverStar team has collaborated to implement an evolving, comprehensive solution for Michigan 2-1-1 that manages the interactions between Michigan 2-1-1 and the residents seeking assistance. The solution is built using RiverStar Studio, a platform used to rapidly create web applications using a graphical drag and drop interface that doesn’t require traditional programming.  The solution is centered on the RiverStar Unified Agent Desktop that is tightly integrated with the Michigan 2-1-1 contact center platform provided by inContact.

For Michigan 2-1-1, the RiverStar Unified Agent Desktop, built using RiverStar Studio, has been configured to initially provide a scheduling application for the agents to use to schedule appointments with tax counselors to help residents with their taxes. It will then be extended to integrate with the Refer reference information platform that is used by Michigan 2-1-1 to quickly pull information needed to assist residents with their specific issues.

RiverStar supports key business activities through:

• Embedded call control in the desktop for telephony, inbound email handling, chat and SMS
• Process based workflows within the desktop,
• Searchable, data-driven reference information, e.g., FAQs, Reference Documents, Reference Links
• Rapid integration with enterprise systems, e.g., Refer, embedded in the workflows
• Business process management functionality to manage customer facing business processes

The solution provides a wide range of functionality for a group of 8 different 2-1-1 organizations across the state to support interactions with the residents, such as:

• RiverStar Unified Agent Desktop
• Activity scheduling, planning, tracking, escalation, and management
• Inbound customer service
• Outbound customer service
• Inbound email handling
• Outbound email campaigns and surveys
• Contact management
• Case management
• Contact history
• Reporting

This solution has become the focus for all interactions with the residents.

RiverStar signed a three-year contract renewal with Compass Bank, Milan Italy. Compass is part of GrupoMediobanca. Compass is primarily a consumer focused bank. They provide personal loans, credit cards, etc. to their consumer base throughout Italy. With more than 3.000,000 customers and 150 branches across Italy, Compass is a leader in Italian consumer banking.

Over the last nine years, the Compass – RiverStar team has collaborated to implement a comprehensive enterprise business solution for Compass that manages the interactions with their consumers. The solution was built using RiverStar Studio, a platform used to rapidly create web applications using a graphical drag and drop interface that doesn’t require traditional programming.

For Compass Bank, the RiverStar Agent Desktop framework, built using RiverStar Studio, has been configured to provide a unified agent desktop for telephony, chat, SMS and inbound email.

RiverStar supported key business activities through:

• Embedded call control in the desktop for telephony, chat and work items,
• Process based workflows within the desktop,
• Searchable, data-driven reference information, e.g., FAQs, Reference Documents, Reference Links, and
• Rapid integration with enterprise systems embedded in the workflows
• Business process management functionality to manage customer facing business processes

The solution provides a wide range of functionality to support interactions with the customers, such as:

• RiverStarAgent Desktop
• Activity scheduling, planning,tracking, escalation, andmanagement
• Inbound customer service
• Outbound customer service
• Inbound email handling
• Loan application processing
• Outbound email campaigns and surveys
• Contact management
• Case management
• Contact history, and
• Reporting

For a base of approximately 1800 users, this solution has become the focus for all interactions with the customer.

RiverStar signed a deal with Appriss, Inc., acompany located in Louisville, Kentucky that provides data and technology solutions for a safer place to live and work. Their basic business function is to provide customers access to specific, accurate information in a timely manner. The information that Appriss aggregates covers a broad range of categories to a diverse audience including solutions for public safety, risk& compliance, health information and insurance.

Apprissemploys over 40 agents to provide their services. They need the ability to rapidly provide access to information that is critical to their customers’ safety and security. This requires immediate access to critical informationthat can be provided instantly to their agents when on customer calls. The information provided is frequently sensitive, so quick and accurate authorization of the person seeking information is essential. Additionally, tracking what information is provided to whom is essential.

RiverStar Studio is a rapid development platform used to create customweb applications. It contains a graphical user interface that does not require traditional programming skills. For Appriss, the RiverStar Agent Desktop framework, built using RiverStar Studio, provides a unified agent desktop for these key business activities, such as telephony and chat.

In less than two months, the Appriss – RiverStar team implemented a new contact center solution that:

• Introduced a unified agent desktop
• Tightly integrated with inContact
• Provided process-based workflows
• Integrated to several enterprise systems

“RiverStar’s solution is helping us trim time from every call handled, enabling better tracking of key success metrics, and enabling our call center to automate significant portions of script delivery. We anticipate training time to be cut in half once fully implemented as well. Quite simply, a great investment. ”, said Josh Bruner, VP, Appriss.

RiverStar signed a deal with Thomas L. Cardena & Associates (TLCA), a 400 seat Business Process Outsourcing (BPO) provider in Cedar Rapids, Iowa.

TLCA needs to be able to support new campaigns launched by their clients quickly and effectively. Like many BPO providers, TLCA needs to launch new campaignsquickly and must minimize the amount of agent training required to support new clients and campaigns.

Another key requirement for TLCA was to be self-sufficient with respect to how they engage and support their clients. TLCA relies ontheir employeesfor all development activities associated with creating solutionsthat serve as the foundation to their core business. They sought a solution that would allow them to add clients quickly and create campaigns without the need for highly-skilled programmers or other external resources.

Finally, they needed a solution that provided improved visibility into business performance. Specifically, metrics and other details associated with individual calls, theentirecampaign, campaigns for specific clients and campaigns for all clients. This improved visibility is now being provided by the RiverStar Reporting Engine framework.

RiverStar Studio is a rapid development platform used to create customweb applications. It contains a graphical user interface that does not require traditional programming skills. For TLCA, the RiverStar Agent Desktop framework, built using RiverStar Studio, provides a unified agent desktop for these key business activities, such as telephony, chat and inbound email.

RiverStar supported these key business activities through:

• Studio allowsTLCA rapidly create custom work flows needed to support clients and client campaigns
• Embedded inContact call control in the desktop for telephony, chat and work items,
• Process based workflows within the desktop,
• Searchable, data-driven reference information, e.g., FAQs, Reference Documents, Reference Links, and
• Rapid integration with enterprise systems embedded in the workflows

In less than four months, the TLCA team used RiverStar Studio and the RiverStar Agent Desktop framework to introducea new contact center solution that resulted in these key business objectives:

• Replaced anoutdated premise-based platform
• Introduced a unified agent desktop
• Enabled tight integration with inContact call center software
• Provided the capability tocreate process-based workflowsin support of TLCA clients
• Improved visibility to key metrics for all campaigns through improved reporting

“Virtually allBPOs, and many other kinds of organizations, require a scripting or workflow solution to address core business needs. I have yet to see a solution that offers the richness, capabilities and ease of use that RiverStar Studio offers”, says Brian Theusch, Senior Director Information Technology, TLCA.