NICE Introduces New Microsoft Teams Integration to CXone and Engage that Enhances Customers’ Ability to Collaborate Companywide
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.
NICE Powers Acceleration of COVID-19 Vaccine Global Distribution Effort
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.
CXone Manages a Record Number of Digital Interactions as Online Sales Spike on Cyber Monday
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.
NICE inContact Named a Cloud Contact Center Leader by Gartner
Nov 13, 2020
Businesses Are Increasing Investment in Digital Channels and Artificial Intelligence for Enhanced Customer Experiences
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.
CXone Analytics Boosts Contact Center Performance and Extreme Agility
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.
NICE inContact CXone Stays Ahead of Fast-Changing Customer Expectations with Innovative Features that Fuel Modern Contact Centers
Oct 15, 2020
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.
NICE inContact CXone Delivers Best-In-Class Contact Center Capabilities to Ergon Energy Retail
Sep 15, 2020
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
Independent Research Firm Names NICE inContact CXone a Leader in Cloud Contact Center Evaluation
Aug 26, 2020
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.
NICE inContact Ranked as the Market Leader in Omdia Multichannel Cloud Contact Center Solution Decision Matrix
Aug 5, 2020
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.