NICE inContact CXone Stays Ahead of Fast-Changing Customer Expectations with Innovative Features that Fuel Modern Contact Centers
NICE inContact, a NICE business (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.
2020 was a year marked by unprecedented upheaval for contact center leaders, agents and customers. Many contact centers enacted, for the first time, wide-scale work-from-home transition plans all while juggling the rising needs and expectations of customers. In fact, a NICE inContact study of contact center leaders found that amid the COVID-19 pandemic, 62 percent of respondents experienced an increase in digital interactions and 46 percent saw an upturn in self-service channels - demonstrating that digital customer experience is critical for customer success.
"We're witnessing the digital acceleration of the contact center in real-time," said Paul Jarman, CEO, NICE inContact. "The vast range of digital channels customers have come to expect - chat, SMS text, Twitter (News - Alert), WhatsApp - are now cornerstones of positive customer experiences. NICE inContact CXone doesn't simply support these functions; they're now elevated to a new level with our breakthrough innovations to help contact centers gain the agility to navigate disruptions and ensure business continuity while developing relationships that last with their customers."
Latest CXone Release Powers Contact Centers with Intelligence and Flexibility in the Face of Disruption
Building better contact centers and powering better experiences requires balancing the unique needs of modern agents with the constantly rising expectations of customers. CXone is designed to mirror customer and agent experiences, eliminating silos and creating new opportunities. CXone Fall release highlights include:
About NICE inContact CXone
About NICE inContact
NICE (Nasdaq: NICE) is the world's leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps 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. www.nice.com
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