Press Releases

SALT LAKE CITY, November 13, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), today announced that Gartner has recognized the company as a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. The company was positioned the highest overall for its ability to execute.

 

SALT LAKE CITY, November 4, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), today announced the findings of a global research study detailing the growing role of digital-first omnichannel experiences in fostering customer loyalty and advocacy. The 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, Business Wave surveyed over 1,000 global contact center decision-makers and found a trend among businesses moving towards self-service vs. agent-assisted channels—now 43 percent of businesses prefer to offer self-service channels, a 15 percentage point increase from 2019 with a corresponding decrease in those preferring agent-assisted channels for service.

SALT LAKE CITY, October 28, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), today introduced CXone Performance Analytics integrated with Salesforce Einstein, an AI-powered analytics application that uncovers new contact center performance insights by analyzing blended contact center and CRM data and pinpoints specific recommendations to improve key performance indicators (KPIs). The new optional add on to NICE inContact CXone is available now on Salesforce AppExchange, the world’s leading enterprise cloud marketplace.

 

SALT LAKE CITY, October 15, 2020 – NICE inContact, a NICEbusiness (Nasdaq: NICE), today announced the Fall 2020 release of NICE inContact CXone, delivering greater workforce agility for remote teams, deeper operational insights across all digital and voice interactions, and faster handle time through real-time customer authentication with voice biometrics.

SALT LAKE CITY, September 15, 2020 – NICE inContact, a NICEbusiness (Nasdaq: NICE), today announced that Ergon Energy Retail, a subsidiary of Australia-based Energy Queensland Limited, has chosen NICE inContact CXone as its cloud contact center provider. CXone, the leading cloud customer experience platform with a unified approach to Customer Analytics, Omnichannel Routing, Workforce Engagement, and Automation & Artificial Intelligence, will help Ergon Energy Retail deliver exceptional customer experiences and increase operational flexibility while supporting a growing community of remote agents through an all-in-one integrated platform. This relationship was established via NICE inContact’s strategic partnership with Optus Business.

SALT LAKE CITY, August 26, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), today announced that NICE inContact CXone, the world’s #1 cloud customer experience platform, has been recognized as a leader for Cloud Contact Centers by Forrester Research.The Forrester Wave™: Contact-Center-As-A-Service(CCaaS) Providers, Q3 2020 report identifies CXone among the most significant cloud contact center platforms in the market, with CXone receiving the highest possible score in the “market presence” category and securing top ranking in the “current offering” and “strategy” categories.

SALT LAKE CITY, August 5, 2020 – NICE inContact, a NICEbusiness (Nasdaq: NICE), today announced Omdia, a leading global technology research firm, has recognized the company as the market leader in the Omdia Decision Matrix, Selecting a Multichannel Cloud Contact Center Solution, 2020-21, ranking #1 overall in the technology assessment, execution assessment and market impact ratings.

SALT LAKE CITY, July 22, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), andthe leader in cloud contact center, today announced that is has been selected as the winner in the Innovations in Cloud Contact Centers category of the 2020 UK National Innovation Awards® for NICE inContact CXone, the world’s leading cloud customer experience platform. The UK National Innovation Awards®, presented by the Directors’ Club United Kingdom, recognize business technology innovations from around the world for their impact on customer experience, employee engagement or operational performance.

SALT LAKE CITY, June 2, 2020 – NICE inContact (Nasdaq: NICE) today announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center agents who are a vital link to improving customer satisfaction and loyalty. The State of Experience and Engagement in Today’s Contact Centers study, commissioned by NICE inContact and ICMI, polled over 150 agents across 20 different industries to better understand where they view their greatest impact on customer experience, serving as effective brand ambassadors, and inspiring brand loyalty and lifetime value.

SALT LAKE CITY, May 26, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), today announced that companies can now integrate  Microsoft Teams and Microsoft Dynamics 365 Customer Service with NICE inContact CXone. Together, CXone and Microsoft Teams allow contact center agents to smoothly collaborate with other experts for quicker case resolution. Our integration with Microsoft Dynamics 365 Customer Service provides voice connectivity and embedded agent controls, complementing the app’s consolidated agent desktop that boosts productivity and empowers personalized experiences. NICE inContact CXone delivers a comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market aimed at transforming experiences for customers and agents alike.