New Year, New Customer Experience in the Cloud

VIEW Dec 21, 2017
CRMxchange - ​Regardless of industry, customer experience came into full focus this past year as one of the key differentiators among businesses. An organization’s ability to create personalized, meaningful interactions with their customers was the litmus test for success. With 2018 planning in full swing, businesses are looking for new opportunities to build upon their customer experience strategy. Leveraging unified cloud native technologies, businesses will be enabled to deliver engaging interactions at each journey touchpoint to build long-term relationships. Furthermore, 2018 brings added pressure on businesses to turn their customer service engines into drivers of overall business growth. How will these influences impact businesses in 2018?

This Holiday Season, Give the Gift of Customer Service

VIEW Dec 17, 2017
Total Retail - ​For consumers, the most wonderful time of the year is here. For retailers, it’s the busiest time — and customer service plays a vital role in the sales process. Contact centers are the backbone of any customer service strategy, and this is never more important than during the holiday season.

Mobile Apps: Customers Love Them, But Businesses Have Work to Do

VIEW Dec 12, 2017
MarTech Advisor - S​tudy conducted by NICE inContact shows discrepancies on how businesses and consumers rate customer service. Businesses need to prioritize mobile apps as one of their top channels to create positive experiences with customers says, Chris Bauserman, VP, Product and Segment Marketing, NICE inContact.

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

VIEW Dec 10, 2017
ICMI - ​While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver of channel performance – whether agent assisted or self-service.

IMImobile Joins NICE inContact DEVone Program to Provide Omnichannel Chat on CXexchange Marketplace

VIEW Dec 10, 2017

Salt Lake City – December 11, 2017 – NICE inContact (Nasdaq:NICE) today announced that IMImobile has joined the DEVone development program to provide omnichannel chat on CXexchange, the most extensive technology ecosystem currently available in the customer experience market. Products available on the CXexchange marketplace are designed to integrate with NICE inContact CXone™, the world’s #1 cloud customer experience platform.

NICE inContact DEVone Program: SmartAction to Provide AI-Powered Intelligent Self-Service to Contact Centers on CXexchange Marketplace

VIEW Dec 3, 2017

Salt Lake City – December 4, 2017 – NICE inContact (Nasdaq:NICE) today announced that SmartAction, a customer service automation company, has joined the DEVone developer program and provides artificial intelligence-powered self-service solutions on CXexchange, the most extensive technology ecosystem currently available in the customer experience market. Products available on the CXexchange marketplace are designed to integrate with NICE inContact CXone™, the world’s #1 cloud customer experience platform.

The One Missing Ingredient for Delivering Exceptional Customer Experience

VIEW Nov 30, 2017
Salesforce AppExchange - ​Customer experience (CX) has become the competitive differentiator for all lines of business, and in the process, it is elevating contact centers and customer service teams to boardroom visibility. Winning in today’s customer experience economy is no small feat. Here are some motivators, fresh from the CX battlefield.

Contact Center Performance Improvement Service DEVone Program Joined by EPIC

VIEW Nov 29, 2017

Salt Lake City – November 30, 2017 – NICE inContact (Nasdaq:NICE) today announced that EPIC Connections, a global professional services company, has joined the DEVone developer program and provides technology utilization and performance improvement services to contact centers on CXexchange, the most extensive technology ecosystem currently available in the customer experience market. Products available on the CXexchange marketplace are designed to integrate with NICE inContact CXone™, the world’s No. 1 cloud customer experience platform.

When it Comes to Omnichannel Make Sure the Customer is Always Right

VIEW Nov 26, 2017
ICMI - ​While customer experience leaders repeat the mantra ‘the customer is always right,' do you know who doesn’t agree – customers. Because they don’t always know the best channel to choose. The vast majority (87 percent) of consumers expect companies to direct them to the channel that quickly resolves their situation. And, they expect to be able to switch channels seamlessly for fast resolution. But, they are not getting the omnichannel service they expect, and only a minority of businesses are focused on providing such service. Instead, businesses are focused on optimizing individual channels.