Globe Enhances Customer Experience by Giving Customers a Real Voice with NICE Solution

SINGAPORE, September 8, 2016 – NICE (Nasdaq: NICE) today announced that Globe Telecom, the leading mobile brand in
the Philippines, is the first telecommunications company in the nation to
implement the NICE Total Voice of the Customer (TVOC)
solution. Globe, which made customer satisfaction a keystone of its revitalized
corporate strategy, has steadily improved on its customer experience
capabilities.

Deployed across seven of the company’s
customer-facing touchpoints (including the contact center, retail centers,
self-service points, outbound calls, and more), NICE TVOC combines instant
solicited feedback with sophisticated interaction analytics for deep insight
into the drivers of customer satisfaction. This improved visibility into
the customer journey has given Globe the ability to take immediate action for
recovery, when necessary, as well as to identify best practices to be shared
with all service representatives.

As part of the company’s strategy of putting
the customer first, insights from the TVOC solution are being used to bring
company services in line with customer expectations. TVOC is the latest
addition to the portfolio of NICE enterprise solutions Globe has implemented for
comprehensive and effective service, including applications for workforce
management, interaction analytics and quality optimization.

“Globe chose to partner with NICE as part of
our commitment to provide superior customer experience. Seeing that telco is a
very dynamic space to be in, it is important for us get as much insight as we
can about our customers so we can engage them at their ‘moment of truth’ and
deliver real impact. Eventually, this will be our competitive edge, as we can
quickly identify opportunities to better serve our customers and immediately
take action.”

“We are proud to be partnering with Globe
Telecom as it continues its journey to creating a perfect customer experience.
Using the NICE Total Voice of the Customer solution, Globe is on a strong path
to bolstering its engagement with both employees and customers in order to
improve its customer experience leadership and achieve significant business
impact.”