Press Releases

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.

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.

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.

Hoboken, N.J., November 8, 2019 – NICE (Nasdaq: NICE) today announced it will be showcasing how NICE’s solutions work with Microsoft Teams to improve compliance during the Microsoft Ignite Conference which is taking place November 4-8, 2019 in Orlando, Florida.

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.

Salt Lake City, Oct 29, 2019 – NICE inContact (Nasdaq: NICE) today announced the Fall 2019 release of NICE inContact CXone which delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market. Omnichannel service experiences are those that do not require customers and agents to start over when switching channels. With digital-first omnichannel, CXone now makes it possible for organizations of all sizes across the globe to reach more customers using voice and a vast range of digital channels such as SMS text, Twitter, or WhatsApp – all unified on the CXone cloud customer experience platform. CXone continues to lead the market with customer-driven innovations and only CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation & Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform.

Salt Lake City, Oct 28, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced new enhancements to CXone Agent for Salesforce that enable omnichannel experiences for customers – defined as not starting over when switching channels. The CXone cloud platform integrates with Salesforce, adding a global carrier-grade voice channel, intelligent omnichannel routing for Salesforce digital channels and integrated workforce optimization (WFO) capabilities – enabling contact centers to deliver personalized customer experiences and improved agent productivity with a unified interface.

 

Salt Lake City, October 18, 2019 – NICE inContact (Nasdaq: NICE) today announced that it has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS), North America report. NICE inContact achieved the highest and furthest overall position for its ability to execute and completeness of vision, respectively, and has been named a Leader every year since this Magic Quadrant’s inception. NICE inContact (CXone) received the highest product scores across four of five use cases in the Gartner Critical Capabilities for Contact Center as a Service 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.

Salt Lake City, Oct 17, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced the results of a new study, AI-Infused Contact Centers Optimize Customer Experience. The study, conducted by Forrester Consulting on behalf of NICE inContact, found high interest among contact center leaders in adopting AI across the contact center.  NICE inContact CXone AI capabilities span the entire customer and agent experience from: new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detect root cause issues of customer frustration.

Salt Lake City, September 24, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced per the latest findings of its second annual global research study, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, that companies with all of their contact center technology in the cloud report 18 percent higher customer satisfaction (CSAT) based on service experience compared to companies with on-premises contact center technology. Further, at 40 percent, a significant portion of companies are very likely to invest in four or more channels to improve the customer service experience.