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Companies Still Failing to Meet Customer Service Needs across Channels, New Survey from inContact RevealsinContact, Inc., a NICE company (Nasdaq:NICE), the leading provider of cloud contact center software unifying omnichannel routing, workforce optimization and analytics, today announced new research identifying gaps in customer satisfaction across 10 different customer service channels. The "inContact Customer Experience Transformation Benchmark Study" reveals that, across all channels, consumers are not getting the "fast resolution" they demand. Insights from the survey demonstrate the critical need for companies to improve their cross-channel customer experience, revealing that less than half of customers are satisfied with their experience, regardless of communication channel. This Smart News Release features multimedia. View the full release here: http://www.businesswire.com/news/home/20170427005658/en/ Companies must improve service or risk losing customers. Less than half of customers are satisfied with their recent experiences, regardless of communication channel. (Photo: Business Wire) To gain further understanding into customer experience expectations, inContact surveyed consumers to determine their perceptions for where companies are falling short, how technology is affecting service, and consumer preferences for channels and methods of communication. The results confirmed that delivering excellent omnichannel customer service continues to be a major business pain point, revealing key areas where companies are not meeting consumer demands. Some of the major findings include:
"This important research confirms that, even as we make incredible advances in technology and automation, companies are still struggling to deliver consistent, excellent customer service across all touchpoints," said Paul Jarman, CEO at inContact. "To stay competitive, businesses today need to win every interaction with their customers. Cloud contact center technology enables companies to meet and exceed consumers' high expectations by deploying technology that enables seamless customer service, regardless of the channel." About This Report inContact surveyed more than 700 consumers who had experienced a customer service interaction in the past three months. Data was collected between March 1 and 23, 2017. For more information and to download the full research report, please visit: http://response.incontact.com/2017-consumer-research Additional Information
About inContact, a NICE company inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum (News - Alert) and DMG, inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the customer interaction cloud, an expert service model and the broadest partner ecosystem. inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions, helping organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. For more about NICE, visit www.nice.com. To learn more about inContact, visit www.incontact.com. Forward-Looking Statements This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Jarman, are based on the current expectations of the management of NICE Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company's customer base (particularly financial services firms) and the resulting uncertainties; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. For a more detailed description of the risk factors and uncertainties affecting the Company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.
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