Press Releases

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.


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.

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.


NICE inContact CXone Stays Ahead of Fast-Changing Customer Expectations with Innovative Features that Fuel Modern Contact Centers

VIEW Oct 15, 2020
SALT LAKE CITY, October 15, 2020 – NICE inContact, a NICEbusiness (Nasdaq: NICE)today announced the Fall 2020 release of NICE inContact CXonedelivering 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

VIEW 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

VIEW 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

VIEW 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.

NICE inContact CXone Wins UK National Innovation Award for Digital-First Innovation

VIEW Jul 22, 2020
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.

Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty

VIEW Jun 2, 2020

SALT LAKE CITY, June 2, 2020NICE 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.