Articles

NICE InContact Packs CXone with Tons of AI Features

VIEW Jun 23, 2019
CRMBuyer — NICE inContact released the Spring 2019 version of its CXone cloud-based contact center software with multiple artificial intelligence-powered updates for smarter customer and agent engagement plus enhanced customer relationship management integrations.

Swipe Right for Quick, Effortless Customer Experience

VIEW Jun 23, 2019
Forbes — Social networks such as Facebook make it easier to plan events or stay in touch with friends. Money transfer apps like Venmo improve how we split checks when dining out. And then there are dating applications, which use complex algorithms to match individuals with similar likes, interests and hobbies, making meaningful connections just a swipe away. It’s a model that can be replicated on the business-to-business level as brands strive to foster deeper connections with customers.

NICE InContact Continues to Stress Partners’ Role

VIEW Jun 23, 2019
Smart Customer Service — NICE inContact wants to provide its customers with end-to-end contact center resources, but that doesn't mean it makes sense to develop all of the different elements itself, says Praful Singhal, NICE inContact's's principal ecosystem partner advocate. Instead, NICE inContact works with a growing selection of partners who have their own artificial intelligence apps, web/mobile apps, CRM extensions, agent extensions, workflow solutions, and other applications.

Contact Centre Leaders Continue to Overestimate Their CX Success

VIEW Jun 23, 2019
Engage Customer — The findings of a global research study that gauges the changing attitudes of business contact centre leaders and consumers in key areas of customer experience finds they are overestimating their cx success. The 2019 NICE inContact Customer Experience Transformation Benchmark, business wave, polled contact centre leaders in the United States, United Kingdom, and Australia. The report compares global findings to the 2018 consumer wave of the study, and includes year-over-year findings for the U.S.

Break the Catch 22: 3 Tips to Delight Customers and Avoid Detractors

VIEW Jun 23, 2019
CustomerThink — Social media has a tremendous power to create legions of brand advocates or destroy all good will, seemingly overnight. For example, fast food brand Wendy’s has earned a cult following through its online tongue-in-cheek commentary and customer engagement. On the other end of the spectrum, 2017’s Fyre Festival — a brand built entirely on selling the high-end, luxurious experience — was toppled by a customer tweeting a single photo of a cheese and tomato sandwich. In the digital era, customer interactions that go viral can have a significant impact on the bottom line.

4 Ways to Counter Contact Center Attrition

VIEW Jun 23, 2019
Smart Customer Service — As front-line team players for any organization's customer experience strategy, there's a lot of pressure on contact center agents to deliver seamless, consistently engaging interactions to customers. Their importance cannot be understated. Yet, as a job classification, contact center agents produce a perennially high attrition rate. Between agent burnout, lack of access to modern contact center software, and perceived limited opportunities for career growth, attracting and maintaining a top-notch staff can be difficult.

NICE Acquires Brand Embassy

VIEW Jun 23, 2019
No Jitter — NICE inContact announced that it has acquired Brand Embassy, a company based in Prague that’s the brainchild of two young Czech entrepreneurs who in 2011 identified a market opportunity in the disconnection between social media and customer service. Today, Brand Embassy delivers an omnichannel cloud-based customer service platform providing integrated social media, messaging, live chat, and AI-powered chatbot service.

NICE inContact Announces Latest CXone Innovations

VIEW Jun 23, 2019
Loyalty360 — Selecting the right technology to manage customer data can be difficult. A brand needs to understand the exact features it requires to be able to adopt the proper solution. Recently, Loyalty360 spoke with Chris Bauserman, Vice President of Segment and Product Marketing at NICE inContact, to discuss one of his company’s AI-powered solutions: CXone Packages for Salesforce.

The Rise of Human Agents: AI-Powered Customer Service Automation

VIEW Jun 19, 2019
Forbes - We are at a tipping point in customer service as more companies are turning to AI in the form of robotic process automation, chatbots, and other technologies to scale efficiently and provide an exceptional service experience. However, incorporating more automation into a company’s customer service operations must be handled carefully. More isn’t always better, especially if it compromises the overall customer experience

NICE InContact Omnichannel Routing Review

VIEW Jun 19, 2019
UC Today — The modern contact centre is facing a serious increase in pressure. Today’s customers are more demanding than ever. They want not only the highest quality of service, but they also expect to be able to ask questions and get quick responses on any digital channel they choose. To deliver the rich experiences that their custoners are looking for, brands need to do more than simply make sure they’re active on multiple channels.

Reality Gap in Views of Service

VIEW Jun 2, 2019
Customer Experience Insight ​— Think you have great service? Customers probably think differently about that … and some other things. There’s a disconnect between what contact center leaders think of the experience they provide and what customers think of the experience they get, according to the 2019 NICE inContact Customer Experience (CX) Transformation. ​Big findings to note: Customers are happier with service on the phone than companies think they are. But customers aren’t as happy with self-service options as companies think they are.

Making AI Work in the Contact Center

VIEW Jun 2, 2019
Contact Center Pipeline ​— ​When deployed to address targeted opportunities, AI adds significant value to CX outcomes and operational performance. ​PwC estimates that AI will contribute $15.7 trillion to the global economy by 2030, and every industry, including contact centers, is rushing to adopt their own AI strategy. However, the annual NICE inContact Customer Experience (CX) Transformation Benchmark report found that 79% of consumers said that chatbots and virtual assistants need to get smarter before they are willing to use them regularly.

Getting Chatty with Chatbots

VIEW May 27, 2019
E-Commerce Times ​— Chatbots have become an important part of the e-commerce shopping experience. They answer questions, provide information, and help customers along in their buying journey. Though they may never replace human beings entirely, they are central to many e-commerce-related interactions. Ultimately, the best chatbots are those that produce the most positive outcomes from their interactions with customers.

Three Ways Small Contact Centers Excel at CX

VIEW May 23, 2019
CustomerThink — Today, consumer expectations are only ratcheting up, and brands of all sizes are challenged to meet them. These CX expectations are typically set by organizations who have the resources to create consistently seamless and exceptional customer interactions. Smaller contact centers, who often serve as the first line of defense in any CX strategy, are challenged to replicate these experiences, often with significantly smaller budgets and staff.

Survey Says: Businesses Don’t Always Know How Effective Their CX Is

VIEW May 23, 2019
CRMXchange — The 2019 NICE inContact CX Transformation Benchmark polled contact center leaders in the United States, United Kingdom, and Australia. “The latest release gives us the results of the businesses, about 900 companies all told," said Laura Bassett, senior director of product marketing at NICE inContact. "One of the things we find most interesting is that businesses believe they provide a higher level of service across every channel than consumers do; they are 15% more likely than consumers to say that they make it easier for consumers to get their issues resolved in their preferred channels.”

AI for Speech, Other Uses Primary Message from NICE Interactions

VIEW Apr 23, 2019
Speech Technology Magazine ​— ​Delivering and leveraging artificial intelligence throughout the contact center, including several AI-enabled speech capabilities was the theme of the NICE Interactions 2019 Conference, which drew an estimated 3,000 attendees. On the first day of the conference, NICE announced the spring release of the NICE inContact CXOne contact center suite, which provides end-to-end artificial intelligence capabilities.

NICE inContact Interactions 2019 in Review

VIEW Apr 23, 2019
Security Boulevard ​— ​PCI Pal was thrilled to be part of the 3,000+ individuals taking part in NICE inContact Interactions this past week in Las Vegas, NV. As a partner and silver sponsor of the event, we had a front row seat to the sessions, interactions, and conversations taking place. The theme of “Personal. Connections. Elevated.” was at the forefront of these discussions.

NICE Interactions: Personal Connections Elevated

VIEW Apr 18, 2019
No Jitter ​— ​My title here mirrors the theme of NICE’s annual Interactions event for customers, partners, and analysts, held this week in Las Vegas, Nev. This year’s Interactions event was the biggest ever, with more than 3,000 attendees — 42% larger than 2018’s estimate of 2,100. When I reflect on what I saw and heard, this is how each of those words were brought to life at the event for me.

NICE Interactions — Personal Connections Elevated

VIEW Apr 18, 2019
BCStrategies — NICE held its annual user conference, Interactions, in Las Vegas, with a day set aside for analysts to delve into the company’s products and services. The company has a broad customer experience portfolio, including a cloud-based contact center platform, as well as analytics, workforce optimization (WFO), automation and AI.

AI Drives Contact Center Efficiency, NICE Stresses at Its Interactions Conference

VIEW Apr 16, 2019
SMART Customer Service — While contact centers handle billions of transactions annually and increasingly use automation and artificial intelligence to aid efficiency, they can still go further in their use of machine learning and related technologies to further improve the customer experience, speakers said at the NICE Interactions 2019 Conference.

How Digitalisation will Impact the Contact Centre Market

VIEW Mar 28, 2019
UC Today - ​As digital channels continue to penetrate the contact centre industry and enhance customer experience, I reached out to Chris Bauserman, VP, Segment and Product Marketing NICE inContact, to get this thought on how digitalisation was impacting the industry so heavily dominated by voice in previous years.

5 Ways to Improve the Contact Center

VIEW Mar 17, 2019
Contact Center World - Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Here are some of the things we learned.

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

VIEW Mar 4, 2019
Contact Center Pipeline - Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work, seamless omnichannel options for customers, and fair, accurate scheduling. But one of the most critical components are the contact center agents themselves. Representatives live on the front lines and they are the personification of your brand—helping customers solve problems and identifying upsell opportunities.

Media Contacts

Cheryl Andrus
NICE inContact
(801) 320-3646

cheryl.andrus@incontact.com

What Our Customers Say

“Our business has grown dramatically since we switched to NICE inContact.”

Jill Blankenship, President,
Frontline Call Center

"Moving to the cloud gave me some real advantages over competitors with speed and flexibility."

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KBM Group

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