Unprecedented Number of New State and Federal Agencies Chose NICE CXone in the Last Two Weeks, as They Scale to Meet Accelerating Demand from Citizens

VIEW Mar 31, 2020

Salt Lake City, April 1, 2020 – NICE inContact (Nasdaq: NICE) the leader in cloud contact center solutions, today announced rapid expansion across more than 300 government and non-profit sectors to support increased demand. The NICE inContact CXone cloud customer experience platform enables organizations of all sizes to quickly transition contact center agents to work from home, dynamically move calls across locations and handle significantly increased volumes of calls or digital interactions as demand spikes in heavily affected areas.

NICE inContact and RingCentral Announce Joint Offering Helping Organizations Transition Employees to Work from Home Rapidly and at No Cost

VIEW Mar 31, 2020

Salt Lake City, April 1, 2020 – NICE inContact, a NICE business (Nasdaq: NICE) and the leader in cloud contact center, in partnership with RingCentral, Inc. (NYSE: RNG), a leading provider of global enterprise cloud communications, today announced a special offer to enable organizations to rapidly transition their entire workforce, including contact center agents, to work from home. The offer includes NICE inContact CXone@home, a special edition of the enterprise-grade NICE inContact CXone cloud contact center platform, which can be fully operational in 48 hours and is free for 45 days for new customers. CXone@home features ACD/IVR, audio recording, storage, and integrated softphone capabilities. 

NICE Launches CXone@home to Enable Immediate Contact Center Transition to Work-From-Home in Response to COVID-19

VIEW Mar 15, 2020
Hoboken, N.J., March 16, 2020 – NICE (Nasdaq: NICE) today announced CXone@home, a limited time offering to support organizations in their challenging time, as they respond to COVID-19. CXone@home cloud native offering is designed to enable contact centers to transition their workforce to work-from-home in 48 hours or less. CXone@home is also available to organizations with on-premises infrastructure that still do not use CXone and enables expediting their response to COVID-19. 

NICE inContact Provides Customers New Enhanced Customer Service and Business Continuity Capabilities During COVID-19 Outbreak

VIEW Mar 9, 2020

Salt Lake City, March 10, 2020 – NICE inContact (Nasdaq: NICE) today announced expanded support for contact centers to eliminate potential disruptions during the current COVID-19 outbreak. NICE inContact is providing a free work-from-home module for users of the NICE inContact CXone cloud customer experience platform, to maintain service continuity while employees need to work from home. In addition, to support the potential increase in call volume that 211 and 311 organizations may receive, NICE inContact will provide free voice call ports to those organizations for the next six months. NICE inContact will also offer a free Business Continuity Planning review to verify that work from home and geographic flexibility can be performed without interruption to the business.

Transform Your CX from Good to Great by Treating Your Agents Right

VIEW Mar 3, 2020
Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX). But, while CX continues to play an outsized role as a competitive differentiator, best-in-class contact centers are increasingly replicating the same type of customer-centricity to the agent experience. Contact centers make significant investments in process and technology to power seamless, effective engagements with customers. However, without also focusing on reduction of agent friction their ability to bring those exceptional customer experience to life can fall flat.

4 Customer Service AI Applications That Work Today

VIEW Mar 1, 2020
The concept of artificial intelligence improving emotional intelligence might sound like a paradox. A coded algorithm is not the most natural supplement to human empathy, after all. However, customer experience (CX) leaders understand that AI-powered technologies can transform the way businesses understand core audiences.

NICE inContact CXone Wins 2020 BIG Innovation Award

VIEW Feb 23, 2020
Salt Lake City, February 24, 2020 – NICE inContact (Nasdaq: NICE) today announced that CXone, the world’s #1 cloud customer experience platform, was named a winner in the 2020 BIG Innovation Awards presented by the Business Intelligence Group. The 2020 BIG Innovation Awards recognizes organizations and individuals driving innovation and bringing new ideas and experiences to life across a multitude of fields.

Want to Accelerate Your CX? Look at the Agent Experience

VIEW Feb 13, 2020
In the Experience Economy, brands survive and thrive on their relationship with customers. Long-term growth hinges on exceeding rapidly growing expectations, and meeting core audiences across a growing list of digital channels. That said, best-in-class experience strategies do not rest entirely on strategies for customers themselves – they are but one-half of the equation. Equally as important are contact center agents, who sit on the front line as powerful brand ambassadors. If agents don’t have the tools and training to be the best resources to customers, how can customer experience (CX) be effective?

Embracing private mobile messaging in customer service

VIEW Feb 5, 2020
The importance of meeting and exceeding customer expectations is crucial to being successful in business. With customer demographics constantly evolving, it’s vital for businesses to keep up with changing demands and attitudes to understand what really matters in the customer experience journey.