4 Key Findings From a New Customer Experience Study

VIEW Sep 25, 2019
Call Centre Helper - The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark gauges the attitudes of businesses and consumers in key areas of customer experience.

This latest report on the business wave of the study provides insights on contact centre technology investment plans amidst changing customer needs, and points to the need for businesses to move beyond multichannel offerings and create true seamless omnichannel customer experiences powered by a complete cloud customer experience platform.

How Embracing Digital Customer Service Can Create Brand Advocates

VIEW Sep 4, 2019
Contact Center Pipeline - Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are no longer only one-to-one phone calls but also include public and private messages on dozens of social and digital messaging apps. This opens exciting new possibilities for both your business—and your competitors. When experiences and feedback can be so easily shared via social media, positive interactions and exceptional service can build momentum and create a community of brand advocates that are unflinchingly loyal. In fact, this year’s NICE inContact CX Transformation Benchmark study found that 83% of customers who have exceptional experiences are more willing to recommend that company on social media. But in contrast, one wrong step can be disastrous for brand stability and growth. Eighty-one percent (81%) who have a bad customer service experience say they are very likely to switch to a competitor.

Why your contact centre needs to embrace the cloud computing revolution

VIEW Aug 30, 2019
Global Banking & Finance Review - There’s a lot to be said about how migrating to the cloud enables contact centres to enhance their operations in a multitude of ways. Whatever the size of the organisation or industry, cloud solutions can benefit the bottom line, drive enhanced customer experiences and ease the burden on IT. 

Artificial Intelligence at the Core of NICE inContacts Portfolio

VIEW Aug 20, 2019
UC Today - Presenter Patrick is joined by Chris Bauserman, who is Vice President for Segment and Product Marketing at NICE inContact. Chris was one of the keynote speakers during this year’s Interactions conference and one of his main focuses’ was relaying the importance of artificial intelligence, AI, technology to NICE inContact. NICE inContact is leveraging the power of AI and machine learning, ML, throughout its portfolio and Chris explains how this benefits NICE inContact’s customers.

5 Expectations of Modern Customers

VIEW Aug 5, 2019
Contact Center World - Businesses today are chasing a moving goal post – exceptional customer experiences. Modern customers apply a single standard to rank companies based on the experience they receive -- no matter the type of company or the interactions channels. In that sense, every company is now a competitor looking to differentiate with great customer experience. Contact centers, therefore, need to keep a close pulse on customer expectations in order to ensure they’re delivering best-in-class experiences.

Is It Time For A CX Reality Check

VIEW Jul 31, 2019
Forbes - In the customer experience economy, everyone is a competitor. Customers extrapolate from outstanding experiences they have with certain companies and apply that same high standard to all others — regardless of industry or value proposition. Today there’s little delineation between ordering a set of headphones online or purchasing new software for a global enterprise. The majority of organizations are forced to chase the very best of customer experience (CX) leaders in order to remain competitive. This has resulted in a CX revolution, where companies are investing in new technologies and reshuffling entire organizations to become experience-centric.

How Objectivity About New Technology Is Key To Delivering A Leading Customer Experience

VIEW Jul 29, 2019
Forbes - At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers regarding customer experience. The report called the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, surveyed more than 900 contact center decision makers in the US, UK, and Australia.

The Cloud Question: Native or Hosted?

VIEW Jul 29, 2019
Information Week - Before making the cloud decision, IT leaders need the facts and the criteria to choose the option that's best for their business, operational and financial goals.

Avoid the Accidental Contact Center for Sustainable Growth

VIEW Jul 29, 2019
SMART Customer Service - Every new business is unique. Whether it is the product or service they offer or an innovative office culture, the founding ethos for every start up is that they're offering something that is in some way unavailable elsewhere. That said, at a macro level, most tend to follow a similar trajectory where they develop an offering, secure funding, expand the customer-base, and, ideally, reach sustainable growth. In many cases, that final stage—sustainable growth— is much harder to achieve than anticipated. This is especially true for new businesses that experience early, exponential growth.

How to Create a Digital-First Omnichannel Agent Experience

VIEW Jul 24, 2019
CustomerThink - In our digital era, it seems each day brings a new way to connect and communicate. From the proliferation of text, chat, and messaging apps like Facebook and WhatsApp, today’s consumers expect to interact with companies via a variety of digital channels, in addition to voice. It isn’t enough, however, to simply offer these channels – they need to work together in a single, seamless ecosystem where movement between channels is effortless.

Making AI Work in the Contact Center

VIEW Jul 17, 2019
Contact Center Pipeline - In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral videos” captured the zeitgeist, and every brand decided they needed to have one—even if they didn’t fully understand what made a clip “go viral” or how to be strategic with its use. They simply needed to have one and the rest would figure itself out. The same trend is often true for innovative and game-changing technology solutions.

How to Create a Digital-first Onichannel Agent Experience

VIEW Jul 3, 2019
ICMI - In our digital era, it seems each day brings a new way to connect and communicate. From the proliferation of text, chat, and messaging apps like Facebook and WhatsApp, today’s consumers expect to interact with companies via a variety of digital channels, in addition to voice. It isn’t enough, however, to simply offer these channels – they need to work together in a single, seamless ecosystem where movement between channels is effortless.

NICE InContact Packs CXone with Tons of AI Features

VIEW Jun 24, 2019
CRMBuyer — NICE inContact released the Spring 2019 version of its CXone cloud-based contact center software with multiple artificial intelligence-powered updates for smarter customer and agent engagement plus enhanced customer relationship management integrations.

Swipe Right for Quick, Effortless Customer Experience

VIEW Jun 24, 2019
Forbes — Social networks such as Facebook make it easier to plan events or stay in touch with friends. Money transfer apps like Venmo improve how we split checks when dining out. And then there are dating applications, which use complex algorithms to match individuals with similar likes, interests and hobbies, making meaningful connections just a swipe away. It’s a model that can be replicated on the business-to-business level as brands strive to foster deeper connections with customers.

NICE InContact Continues to Stress Partners’ Role

VIEW Jun 24, 2019
Smart Customer Service — NICE inContact wants to provide its customers with end-to-end contact center resources, but that doesn't mean it makes sense to develop all of the different elements itself, says Praful Singhal, NICE inContact's's principal ecosystem partner advocate. Instead, NICE inContact works with a growing selection of partners who have their own artificial intelligence apps, web/mobile apps, CRM extensions, agent extensions, workflow solutions, and other applications.

Contact Centre Leaders Continue to Overestimate Their CX Success

VIEW Jun 24, 2019
Engage Customer — The findings of a global research study that gauges the changing attitudes of business contact centre leaders and consumers in key areas of customer experience finds they are overestimating their cx success. The 2019 NICE inContact Customer Experience Transformation Benchmark, business wave, polled contact centre leaders in the United States, United Kingdom, and Australia. The report compares global findings to the 2018 consumer wave of the study, and includes year-over-year findings for the U.S.

Break the Catch 22: 3 Tips to Delight Customers and Avoid Detractors

VIEW Jun 24, 2019
CustomerThink — Social media has a tremendous power to create legions of brand advocates or destroy all good will, seemingly overnight. For example, fast food brand Wendy’s has earned a cult following through its online tongue-in-cheek commentary and customer engagement. On the other end of the spectrum, 2017’s Fyre Festival — a brand built entirely on selling the high-end, luxurious experience — was toppled by a customer tweeting a single photo of a cheese and tomato sandwich. In the digital era, customer interactions that go viral can have a significant impact on the bottom line.

4 Ways to Counter Contact Center Attrition

VIEW Jun 24, 2019
Smart Customer Service — As front-line team players for any organization's customer experience strategy, there's a lot of pressure on contact center agents to deliver seamless, consistently engaging interactions to customers. Their importance cannot be understated. Yet, as a job classification, contact center agents produce a perennially high attrition rate. Between agent burnout, lack of access to modern contact center software, and perceived limited opportunities for career growth, attracting and maintaining a top-notch staff can be difficult.

NICE Acquires Brand Embassy

VIEW Jun 24, 2019
No Jitter — NICE inContact announced that it has acquired Brand Embassy, a company based in Prague that’s the brainchild of two young Czech entrepreneurs who in 2011 identified a market opportunity in the disconnection between social media and customer service. Today, Brand Embassy delivers an omnichannel cloud-based customer service platform providing integrated social media, messaging, live chat, and AI-powered chatbot service.

NICE inContact Announces Latest CXone Innovations

VIEW Jun 24, 2019
Loyalty360 — Selecting the right technology to manage customer data can be difficult. A brand needs to understand the exact features it requires to be able to adopt the proper solution. Recently, Loyalty360 spoke with Chris Bauserman, Vice President of Segment and Product Marketing at NICE inContact, to discuss one of his company’s AI-powered solutions: CXone Packages for Salesforce.

The Rise of Human Agents: AI-Powered Customer Service Automation

VIEW Jun 20, 2019
Forbes - We are at a tipping point in customer service as more companies are turning to AI in the form of robotic process automation, chatbots, and other technologies to scale efficiently and provide an exceptional service experience. However, incorporating more automation into a company’s customer service operations must be handled carefully. More isn’t always better, especially if it compromises the overall customer experience

NICE InContact Omnichannel Routing Review

VIEW Jun 20, 2019
UC Today — The modern contact centre is facing a serious increase in pressure. Today’s customers are more demanding than ever. They want not only the highest quality of service, but they also expect to be able to ask questions and get quick responses on any digital channel they choose. To deliver the rich experiences that their custoners are looking for, brands need to do more than simply make sure they’re active on multiple channels.

Reality Gap in Views of Service

VIEW Jun 3, 2019
Customer Experience Insight ​— Think you have great service? Customers probably think differently about that … and some other things. There’s a disconnect between what contact center leaders think of the experience they provide and what customers think of the experience they get, according to the 2019 NICE inContact Customer Experience (CX) Transformation. ​Big findings to note: Customers are happier with service on the phone than companies think they are. But customers aren’t as happy with self-service options as companies think they are.

Making AI Work in the Contact Center

VIEW Jun 3, 2019
Contact Center Pipeline ​— ​When deployed to address targeted opportunities, AI adds significant value to CX outcomes and operational performance. ​PwC estimates that AI will contribute $15.7 trillion to the global economy by 2030, and every industry, including contact centers, is rushing to adopt their own AI strategy. However, the annual NICE inContact Customer Experience (CX) Transformation Benchmark report found that 79% of consumers said that chatbots and virtual assistants need to get smarter before they are willing to use them regularly.

Getting Chatty with Chatbots

VIEW May 28, 2019
E-Commerce Times ​— Chatbots have become an important part of the e-commerce shopping experience. They answer questions, provide information, and help customers along in their buying journey. Though they may never replace human beings entirely, they are central to many e-commerce-related interactions. Ultimately, the best chatbots are those that produce the most positive outcomes from their interactions with customers.

Three Ways Small Contact Centers Excel at CX

VIEW May 24, 2019
CustomerThink — Today, consumer expectations are only ratcheting up, and brands of all sizes are challenged to meet them. These CX expectations are typically set by organizations who have the resources to create consistently seamless and exceptional customer interactions. Smaller contact centers, who often serve as the first line of defense in any CX strategy, are challenged to replicate these experiences, often with significantly smaller budgets and staff.

Survey Says: Businesses Don’t Always Know How Effective Their CX Is

VIEW May 24, 2019
CRMXchange — The 2019 NICE inContact CX Transformation Benchmark polled contact center leaders in the United States, United Kingdom, and Australia. “The latest release gives us the results of the businesses, about 900 companies all told," said Laura Bassett, senior director of product marketing at NICE inContact. "One of the things we find most interesting is that businesses believe they provide a higher level of service across every channel than consumers do; they are 15% more likely than consumers to say that they make it easier for consumers to get their issues resolved in their preferred channels.”

Media Contacts

Cheryl Andrus
NICE inContact
(801) 320-3646


What Our Customers Say

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Frontline Call Center

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KBM Group


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