NICE inContact CXone Powers Record Number of Interactions on Cyber Monday

VIEW Dec 3, 2019
Salt Lake City, December 4, 2019 – NICE inContact (Nasdaq: NICE) today announced that CXone, the world’s #1 cloud customer experience platform, saw digital interactions soar on Cyber Monday 2019, outpacing the volume of 2018 interactions by 78%. CXone ensured that millions of customers were able to experience seamless digital-first omnichannel interactions with businesses on the highest volume online shopping day of the year.

Promoting a digital-first mentality throughout the contact center

VIEW Dec 3, 2019
Customer Think - For the past decade, contact centers have been focused on cutting costs to keep bottom lines healthy – a support function, not a growth driver. But increasingly, due to the rise of digital-natives like Millennials and Generation Z, consumers are demanding that brands overhaul their approach to customer service and communication. Customers want to engage with organizations through the digital channels they love like WhatsApp or Facebook Messenger, or save time by using chatbots. As the frontline of any customer experience strategy, contact centers are now charged with leading the shift toward digital.

Millennials and Generation Z Are Driving the Digital-first Future of Customer Experience

VIEW Dec 2, 2019
Salt Lake City, Dec. 3, 2019 – NICE inContact (Nasdaq: NICE) today announced findings from its global research study exploring the impact of Millennials and Generation Z on digital-first omnichannel customer experiences. The third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark details how understanding younger generations’ use of and expectations around next-generation solutions like artificial intelligence (AI) and digital channels including private social messaging are fundamental to building exceptional, best-in-class customer experiences.

Three trends to watch in CX for 2020

VIEW Dec 2, 2019
BizReport - The customer experience continues to be an integral part of brands' strategy, but providing a solid customer experience remains a struggle for some. Here are three ways brands may improve their CX strategy in 2020.

Three Major Predictions for the 2020 Contact Center

VIEW Dec 1, 2019
Contact Center Pipeline - As customer experience continues to stand out as the leading brand differentiator, the contact center remains a vital resource in brand success. During times of uncertainty contact centers can reduce costs without sacrificing customer satisfaction, and during times of growth it can push the organization even further ahead. Ahead of the New Year, here are the top three 2020 predictions to keep in mind for planning.

With Gamification, Contact Centers Can Be Fun

VIEW Nov 25, 2019
Destination CRM - It’s no secret that contact center agents can have thankless jobs. They spend their days dealing with other people’s problems, and satisfying customer demands is constantly becoming more difficult. The workflow often varies dramatically. The hours can be challenging. The pay is usually modest. The rapid pace of technological evolution means they need to continuously update their skills. And a pat on the back or words of encouragement might not come often enough.

How agents can stay relevant during digitalisation

VIEW Nov 20, 2019
MyCustomer - Like most industries, contact centres and the agents they employ are having to adapt to the rise of digital. More and more customers today are choosing to interact with contact centres through digital channels – such as social media, chatbots and messaging – and businesses have responded to this trend. More than two-thirds (67%) now offer online chat with a live representative and 59% offer communication through social media, both of which have increased in prominence over the last 12 months. With technology playing a greater role on both sides of the contact centre, what does the ongoing move towards digital customer interactions mean for agents?

NICE inContact Expands DEVone Partner Network with Australia-Based Lake Corporation

VIEW Nov 17, 2019

Salt Lake City, Nov 18, 2019 – NICE inContact (Nasdaq: NICE) today announced that Lake Corporation has joined the DEVone Ecosystem program as the first Australia-based DEVone partner, providing XCalibur Unified Agent Desktop application on CXexchange. This application helps reduce average handle times (AHT) for customer interactions, as agents can process more transactions and will be able to move in and out of multiple data systems quickly within compliance. Lake Corporation will lend expertise in intelligent contact centers, multi-media, and desktop automation to NICE inContact CXone – the world’s #1 cloud customer experience platform – to customers across the Americas, EMEA and APAC.

NICE inContact Receives Highest Scores in Both Western Europe and North America Use Cases in Gartner Report

VIEW Oct 29, 2019

Salt Lake City, October 30, 2019 – NICE inContact (Nasdaq: NICE) today announced that it received the highest product scores across four of five use cases in the Gartner Critical Capabilities for Contact Center as a Service1 report, including the highest scores in both geographic use cases, Western Europe and North America, and two application use cases, customer engagement center and agile contact center, for CXone. Gartner's report evaluates 12 unique critical capabilities within each use case.