News

NICE Revolutionizes Digital Smart Self-Service with the Launch of CXone Expert Following the Acquisition of MindTouch

VIEW Apr 20, 2021
HOBOKEN, N.J., April 20, 2021 – NICE (Nasdaq: NICE) today announced the launch of CXone Expert, following the acquisition of MindTouch Inc., a San Diego-based leader in cloud-based knowledge management software for customer experience. CXone Expert is a comprehensive artificial intelligence (AI)-powered knowledge management solution that reduces friction by projecting personalized content to customers seeking self-service while injecting crucial insights throughout the customer journey. CXone Expert eliminates the frustration with today’s self-service experience by infusing AI and data, turning bots into smart AI-based agents.

NICE inContact CXone Accelerates International Growth: Tripling Sales and Adding a Record Number of New Customers

VIEW Apr 6, 2021
SALT LAKE CITY, April 6, 2021 – NICE inContact (Nasdaq: NICE) today announced accelerated international adoption of its digital-first CXone cloud contact center platform, tripling sales in the past year and adding a record number of new international customers to the platform. With the increased global demand for CXone, NICE is doubling its local CXone sales and services resources across EMEA, APAC, and South America; launching new local cloud instances in multiple countries around the globe; and broadening its global security and compliance certifications. NICE inContact’s global momentum is fueled by international investments, signaling the criticality of arming contact centers with an AI-infused cloud native platform that scales to fit the complex requirements of diverse global organizations. According to industry analysts, today, CXone is used by the most cloud contact center agents in the industry in more than 100 countries.

Three Rules for Adapting Agents to the Omnichannel Experience

VIEW Mar 16, 2021
ICMI - Nobody excels at everything. We all have our strengths and weaknesses, and the best of us know how to navigate those skills and work them to our advantage. It’s no different in the contact center, particularly as agents are tasked with learning a diverse set of customer service channels.

NICE inContact Helps Companies Apply Smarter AI to Improve Self-Service Experiences, Lower Operating Costs

VIEW Mar 11, 2021
SALT LAKE CITY, March 11, 2021 – NICE inContact (Nasdaq: NICE) today announced a new education series and resources to help companies apply self-service best practices using smarter artificial intelligence (AI) technology to meet consumer demand for faster, convenient experiences. New research, best-practice guides and a series of virtual events brings together the latest research and expertise from NICE inContact and industry leaders to uncover ways to improve customer satisfaction and lower the cost to serve with the right blend of smarter self-service and agent-assist options across the customer journey.

Solving Today's CX Challenges to Prepare for Tomorrow's

VIEW Feb 26, 2021
CustomerThink - More often than not, digital investments can have a wide range of unanticipated benefits. That’s because in many cases, business leaders are unaware of the hidden and undetected obstacles that await them, and how modernizing their contact center can proactively solve for problems about to be discovered.

NICE inContact CXone Recognized by Frost & Sullivan for Contact Center Innovation in Europe, Australia

VIEW Feb 25, 2021
SALT LAKE CITY, February 25, 2021 – NICE (Nasdaq: NICE) today announced that NICE inContact has been given the Best Practices Award for the 2020 Australia Cloud Contact Center Growth Excellence Frost Radar Awards, as well as the 2020 European Contact Center as Service Competitive Strategy Innovation and Leadership Award by analyst firm Frost & Sullivan. These recognitions in the European and Australian markets underscore the agility and flexibility of NICE inContact CXone, a market-leading cloud customer experience platform, and its ability to support contact centers anywhere in the world as they navigate an increasingly turbulent customer service landscape. 

NICE inContact Wins Gold Stevie Award for its Leading Cloud Customer Experience Platform

VIEW Feb 23, 2021
SALT LAKE CITY, February 23, 2021 – NICE inContact, a NICE business (Nasdaq: NICE), today announced that NICE inContact CXone, the leading cloud customer experience platform, has been named a Gold winner in the 2021 Stevie Awards for Sales & Customer Service within the “contact center solution – new version” category. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. 

3 Ways to Drive Contact Centre Success

VIEW Feb 10, 2021
Call Centre Helper - Unprecedented, unpredictable and unforgettable – 2020 was certainly a year like no other. The COVID-19 pandemic transformed the business landscape as consumers changed their buying habits and businesses pivoted to survive.

Turning Disruption into Opportunity

VIEW Feb 2, 2021
Contact Center Pipeline - For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global economy on track toward normalcy, the way contact centers operate—and the art of the possible—has been altered permanently

Contact Centers Prepare for Change and Growth in 2021

VIEW Jan 29, 2021
Contact Center World - I'm sure most of us want to bury the year 2020 and never think or talk about it again. The pandemic lockdowns altered the business landscape as consumers changed their buying habits, businesses pivoted to survive, and so many companies permanently shut their doors.

NICE inContact Named the Market Share Leader in Cloud-Based Contact Center Infrastructure by DMG Consulting

VIEW Jan 28, 2021
SALT LAKE CITY, January 28, 2021 – NICE (Nasdaq: NICE) today announced that NICE inContact has been named in DMG Consulting’s 2020-2021 Cloud-Based Contact Center Infrastructure Product and Market Report as the market share leader based on seats. The 13th annual report from DMG, a leading independent research and consulting firm, which explores the competitive landscape, market share, projections and adoption rates, also cites expected added momentum for this market as more businesses move their contact centers to the cloud.

NICE Introduces New Microsoft Teams Integration to CXone and Engage that Enhances Customers’ Ability to Collaborate Companywide

VIEW Jan 26, 2021
Hoboken, N.J., January 26, 2021 – NICE (Nasdaq: NICE), today announced the availability of new integrated capabilities between NICE inContact CXone and Teams which power company-wide collaboration for faster service, happier customers, and better business results. The company also unveiled integrative capabilities for NICE Engage with Microsoft Teams, empowering real-time recording as well as compatibility with a range of related applications.

SMB Customer Service Graduates to Customer Experience

VIEW Jan 22, 2021
Business 2 Community - The evolution of customer service has been relatively incremental over the years. Without question, there have been some ground-breaking innovations that have exponentially changed the way companies interact with customers – digital channels and self-service tools immediately come to mind. But for most small businesses, the maturation process has been steady, always seeming on the cusp of real transformation.

Digitisation & Agility Take Centre Stage in 2021

VIEW Jan 8, 2021
My Customer - It’s clear that 2020 has been a year of continuous and unprecedented upheaval for contact centres of all sizes. Customer expectations and employee experiences – along with many operational models – have been irreversibly changed by the Covid-19 pandemic. So what will the new year look like?

NICE Powers Acceleration of COVID-19 Vaccine Global Distribution Effort

VIEW Jan 5, 2021
SALT LAKE CITY, January 5, 2021 – NICE (Nasdaq: NICE) today announced that it is ramping up support for service and information centers across the entire COVID-19 vaccine supply chain with its CXone cloud platform. The vaccine supply chain is comprised of three main critical stakeholders: vaccine manufacturers, federal and state agencies responsible for distribution and healthcare providers that are administering the vaccine. As governments around the globe are working diligently to build and scale this supply chain, NICE CXone plays a critical role in eliminating bottlenecks, ensuring a smooth process and guaranteeing flawless and clear communication throughout.

Unexpected Lessons from the 2020 Contact Center

VIEW Dec 15, 2020
Customer Think - About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Before the COVID-19 pandemic sent agents home on a massive scale, before economic disruption reinforced the need for consistent, digitally enabled customer experiences (CX), I outlined several ongoing trends and how they would shape the future of contact centers in the first year of the new decade. Needless to say, those predictions were made under rosier conditions.

The Role IT Will Play in the 2021 Contact Center

VIEW Dec 14, 2020
No Jitter - If there was ever a year for chief information officers (CIOs) and chief technology officers (CTOs) to make their mark on an organization, it was 2020. In the far-off future, contact center leaders will look back on this period as the ultimate case study in digital employee workspace and digital customer interactions.

Stimulate Small Business Growth with Proactive Customer Service

VIEW Dec 9, 2020
Business 2 Community - There are many ingredients a small business can use to create consistent, sustainable growth. One underappreciated element is customer service. The relationship between customer service and business growth may seem unclear at first, but the most successful small business leaders know that effective service directly influences revenue and profits.

CXone Manages a Record Number of Digital Interactions as Online Sales Spike on Cyber Monday

VIEW Dec 9, 2020
SALT LAKE CITY, December 9, 2020 – NICE (Nasdaq: NICE) today announced that NICE inContact CXone, a global leading cloud customer experience platform, saw digital interactions surge on Cyber Monday, one of the highest volume online shopping days on the calendar. On Cyber Monday, November 30, 2020, digital interactions powered by CXone significantly surpassed their 2019 numbers with over 70 percent growth in messaging and chat in the days leading to Cyber Monday.

 

The Role Of Cloud Contact Centres In Covid-19 Recovery

VIEW Dec 8, 2020
Contact-Centres.com - While many small and medium-sized businesses (SMBs) are used to fighting for survival, recent events have increased the threats they are facing and put any deficiencies firmly in the spotlight. In some cases, SMBs have been disproportionally impacted by the ongoing Covid-19 pandemic, prompting many to re-invent how they do business in order to keep pace with competitors.

COVID 19 Cemented Not Started Our Digital CX Transformation

VIEW Dec 7, 2020
Customer Think - The coronavirus pandemic has changed the way consumers interact with the world. From how they shop to how they consume entertainment, people are spending more time online than ever before. While the use of digital channels has certainly been accelerated due to the public health crisis, the trend did not begin overnight. Consumer surveys, pre-COVID-19, had already detected a dramatic shift to digital service.

Why Contact Centres Must Embrace the Digital Revolution

VIEW Nov 26, 2020
Comms Business - A lot has changed for contact centres in 2020. The significant disruption and social distancing measures brought about by Covid-19 have accelerated several key trends, forcing contact centres to adapt their strategies in order to stay competitive and ensure business continuity.

4 CX Takeaways From 2020

VIEW Nov 24, 2020
The Modern Customer - It’s not the COVID-19 pandemic, though that has certainly played a large role. According to NICE inContact CEO Paul Jarman, the biggest change has been the democratization of opinion. Customers have more of a voice than ever before, which has forced companies to focus on experience. Brands learned that they have to provide an experience that individuals are excited about and will share with family and friends in order to gain customers. As Jarman says, the push towards customer experience has given more power to consumers in voice and choice.

Three Trends in Customer Care Borne of this Year's Disruption

VIEW Nov 16, 2020
ICMI - In this year’s NICE inContact Customer Experience (CX) Transformation Benchmark study, we didn’t just see higher investment levels in four key areas of CX – websites, new channels, new and improved contact center technology and seamless communication – but an overall shift to a deeply integrated and digital-first experience. Contact centers aren’t just performing triage amid a crisis – they’re doubling down on growth and innovation.

Businesses Are Increasing Investment in Digital Channels and Artificial Intelligence for Enhanced Customer Experiences

VIEW Nov 4, 2020
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.

Has Big Tech Lost Its Way

VIEW Oct 28, 2020
The Small Business Radio Show - While there are a lot of amazing things that Big Tech has brought to the world, there are also a lot of things that are questionable, especially in terms of how they’ve improve humanity. We discuss the good, the bad, and the ugly of big tech, and if there is a solution to be found.

CXone Analytics Boosts Contact Center Performance and Extreme Agility

VIEW Oct 28, 2020
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.