News

NICE Partners with Bell Canada

VIEW Sep 15, 2021
Destination CRM - NICE today announced an agreement with Bell, Canada's largest communications company, to expand access to NICE CXone for Contact Center as a Service (CCaaS) in Canada.

NICE Acquires GoMoxie

VIEW Aug 11, 2021
Destination CRM - NICE has acquired GoMoxie, a provider of advanced digital assistance tools that anticipate customer needs and guide them through their online digital journeys with relevant snippets of information. Financial terms of the deal were not disclosed.

CX Is About to Change (Again)

VIEW Aug 2, 2021
Contact Center Pipeline - Much has been written about the impact of the pandemic on just about everything, including what it means to be a customer. Check-ups and appointments went online. Brick-and-mortar retail turned to digital. Our entire experience with brands was contained within a few square inches of a screen.

For Better Customer Interactions Think Beyond Bots - Smart Customer Service

VIEW Jul 14, 2021
Smart Customer Service - At times, we all have conflicting priorities. This is especially true when it comes to customer service. Everyone wants faster resolutions, but the best customer service interactions are often those that introduce personalization, human-to-human engagement, and maybe even a little novelty. Is it possible to be fast and high-touch? Some companies have built a reputation around either fast service or personalized experiences. Few have learned how to truly excel at both.

NICE Redefines Proactive Conversational AI for Digital Experiences With CXone SmartReach

VIEW Jul 8, 2021

AiThority - NICE, announced the launch of CXone SmartReach following the acquisition of ContactEngine, the leader in proactive conversational AI. CXone SmartReach is a comprehensive artificial intelligence (AI) powered solution that enables organizations to have proactive, multi-day, asynchronous conversations – interacting with customers through their channels of choice even before they reach out for service. ContactEngine AI manages intelligent conversations, transforming the efficiency and costs of operations, and revolutionizing customer experience.

NICE Continues Digital CX Buying Spree

VIEW Jul 7, 2021
No Jitter - NICE today announced the launch of CXone SmartReach, based on technology from the acquisition of proactive conversational AI company ContactEngine. ContactEngine was founded in 2005 in Hartford, U.K., and later opened an office in McLean, Va.

Modern Customer Service Management Software

VIEW Jun 21, 2021
Call Centre Helper - Software that can benefit customers, employees, and businesses sounds a little too good to be true, but that’s exactly what modern customer service management software is capable of.

Large Financial Institution Moves to NICE CXone

VIEW Jun 3, 2021
Call Centre Helper - NICE CXone announced that one of the largest financial institutions in Latin America has chosen CXone, the industry’s most proven, complete and smart customer experience platform, for a comprehensive move of 10,000 agents to the cloud.

Managing Customer Expectations In A Changing Digital Landscape

VIEW Jun 2, 2021
Forbes - Customers are tired. One year into a global pandemic that has kept the masses at home and rewritten the playbook for successful and engaging brand experiences, patience for friction is at an all-time low while digital interactions are reaching record heights. Many customers now live their lives fully online, so to interact with a brand that offers anything less than effortless interactions can immediately lead to lost business and, in many cases, the loss of a customer for life.

What To Expect at NICE's Interactions Live CX Event

VIEW May 25, 2021
CX Today - Customer service enterprise software specialist NICE is holding a two day virtual customer experience event, Interactions Live, starting today. Hosted by James Corden and featuring discussion on industry trends and CX excellence from the likes of Gartner, McGee Smith, Forrester, DMG Consulting, Aberdeen, Everest Group and Saddletree Research, we spoke to Chris Bauserman, Vice President, Segments and Product, to find out more about what the event entails.

NICE acquires MindTouch and launches CXone Expert

VIEW Apr 20, 2021
KMWorld - NICE, a provider of cloud and on-prem enterprise software solutions, has announced the launch of CXone Expert, following its acquisition of MindTouch Inc., a San Diego-based provider of cloud-based knowledge management software for customer experience.

Streamlining Patient Care through Health Contact Centers

VIEW Apr 15, 2021
Healthcare Business Today - Frontline workers have demonstrated considerable resiliency since the COVID-19 pandemic hit. An underrated resource in healthcare’s success is the contact center, which often serves as the first point of contact for patients’ families, doctors’ offices, hospitals and insurance companies. Contact center agents help coordinate care across the entire system, and are poised to play a larger role in the client experience going forward.