Transforming customer experiences

The NICE inContact Blog

Read more blogs by Cheryl Andrus

31 blogs
Whats New in the 2020 Survey of Business Global CX Transformation

What’s New in the 2020 Survey of Business: Global CX Transformation

Major transformations in customer experience and the contact center are well underway and accelerating this year such that businesses risk increases for companies being left behind by more agile competitors. The results are in from the latest survey of global customer experience leaders in the 2020 NICE inContact CX Transformation Benchmark, Business Wave. This year’s survey turned up key trends in digital transformation in customer service channels, self-service channels, artificial intelligence and social media.
New Buyers Resource Use Cases in Gartner 2020 Critical Capabilities Report

New Buyer’s Resource: Use Cases in Gartner 2020 Critical Capabilities Report

Gartner recently published the 2020 Critical Capabilities for Contact Centers as a Service research report and NICE inContact received among the four highest scores in all use cases. We see this as a very useful resource and a real-world perspective on how NICE inContact CXone performs in key use cases for today’s contact centers including Customer Engagement Center and Agile Contact Center. We believe that both use cases have even more relevance today and practical applications in 2020 and 2021.
NICE inContact CX Transformation Benchmark 2020 How the Coronavirus Shaped Customer Expectations

NICE inContact CX Transformation Benchmark 2020: How the Coronavirus Shaped Customer Expectations

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers. The study polled more than 2,500 individuals in the United States, United Kingdom, Australia, and Canada during September 2020 – specifically consumers who had communicated with a company through a customer service experience in the last three months. Here are the three major subjects we explored in the consumer research and what they mean for the future of customer expectations.
Moving to the Cloud is Imperative for the Contact Center – The Latest Forrester Expert Analysis

Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

NICE inContact has been recognized as a leader in a new report from Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment. NICE inContact ranks top in both the current offering and strategy categories and earned the highest possible scores in 29 of the 33 criteria.