Press Releases

NICE inContact CXone Receives Customer Experience Innovation Award from CUSTOMER Magazine

VIEW Feb 4, 2020
SALT LAKE CITY, Feb. 4, 2020 – NICE inContact (Nasdaq: NICE) today announced that CXone, the world’s #1 cloud customer experience platform, received perfect 5.0 scores from customers for all 12 vendor satisfaction categories, according to a new report by contact center, back-office and real-time analytics research and consulting firm DMG Consulting LLC. -- NICE inContact (Nasdaq: NICE) today announced that CXone, the world’s #1 cloud customer experience platform, was named as a 2019 Customer Experience Innovation Award winner by integrated media company TMC. The 2019 Customer Experience Innovation Award, presented by TMC’s CUSTOMER magazine, recognizes best-in-class companies setting the standard in delivering exceptional customer experiences across all channels, including social and other digital channels.

NICE Powers Predictive Behavioral Routing with AI-Driven Sentiment Data

VIEW Jan 27, 2020

HOBOKEN, N.J., Jan. 27, 2020 --NICE (Nasdaq: NICE) today announced that CXone integrates Sentiment Analysis data on top of intelligent routing, both driven by AI, to hyper-personalize customer and employee experiences. Adding Nexidia's AI-driven Sentiment Analysis to Predictive Behavioral Routing's (PBR) AI-based routing strategy, CXone now factors in customer preferences, in addition to personality, when connecting employees and customers in real-time. NICE’s Nexidia Analytics solutions now also integrate AI-powered routing information on top of Sentiment Analysis data, enabling seamless operationalization of analytics insights to boost business outcomes. The result is an immediate improvement in metrics such as CSAT (customer satisfaction) and Net Promoter Score® (NPS®). Showcasing NICE's continued leadership in the Contact Center as a Service (CCaaS) and analytics spaces, this integration redefines personalization and drives customer experience transformation.

NICE inContact and Zendesk Partner to Bring CXone to Thousands of Customers Across the Globe

VIEW Jan 6, 2020
SALT LAKE CITY, Jan. 6, 2020 – NICE inContact (Nasdaq: NICE) today announced a joint partner agreement with Zendesk, a leading provider of customer service software. These two market leaders are joining forces to bring NICE inContact CXone – the world’s #1 cloud contact center platform – and Zendesk’s customer service and engagement products to thousands of customers across the globe.