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Press Releases

NICE inContact CXone Receives Customer Experience Innovation Award from CUSTOMER Magazine

VIEW Feb 5, 2020
SALT LAKE CITY-- NICE inContact (Nasdaq: NICE) today announced that CXone, the world’s #1 cloud customer experience platform, was named as a 2019 Customer Experience Innovation Award winner by integrated media company TMC. The 2019 Customer Experience Innovation Award, presented by TMC’s CUSTOMER magazine, recognizes best-in-class companies setting the standard in delivering exceptional customer experiences across all channels, including social and other digital channels.

NICE Powers Predictive Behavioral Routing with AI-Driven Sentiment Data

VIEW Jan 28, 2020

HOBOKEN, N.J.--NICE (Nasdaq: NICE) today announced that CXone integrates Sentiment Analysis data on top of intelligent routing, both driven by AI, to hyper-personalize customer and employee experiences. Adding Nexidia's AI-driven Sentiment Analysis to Predictive Behavioral Routing's (PBR) AI-based routing strategy, CXone now factors in customer preferences, in addition to personality, when connecting employees and customers in real-time. NICE’s Nexidia Analytics solutions now also integrate AI-powered routing information on top of Sentiment Analysis data, enabling seamless operationalization of analytics insights to boost business outcomes. The result is an immediate improvement in metrics such as CSAT (customer satisfaction) and Net Promoter Score® (NPS®). Showcasing NICE's continued leadership in the Contact Center as a Service (CCaaS) and analytics spaces, this integration redefines personalization and drives customer experience transformation.

NICE inContact and Zendesk Partner to Bring CXone to Thousands of Customers Across the Globe

VIEW Jan 6, 2020
Salt Lake City, Jan. 6, 2020 – NICE inContact (Nasdaq: NICE) today announced a joint partner agreement with Zendesk, a leading provider of customer service software. These two market leaders are joining forces to bring NICE inContact CXone – the world’s #1 cloud contact center platform – and Zendesk’s customer service and engagement products to thousands of customers across the globe.

NICE inContact CXone Powers Record Number of Interactions on Cyber Monday

VIEW Dec 4, 2019
Salt Lake City, December 4, 2019 – NICE inContact (Nasdaq: NICE) today announced that CXone, the world’s #1 cloud customer experience platform, saw digital interactions soar on Cyber Monday 2019, outpacing the volume of 2018 interactions by 78%. CXone ensured that millions of customers were able to experience seamless digital-first omnichannel interactions with businesses on the highest volume online shopping day of the year.

Millennials and Generation Z Are Driving the Digital-first Future of Customer Experience

VIEW Dec 3, 2019
Salt Lake City, Dec. 3, 2019 – NICE inContact (Nasdaq: NICE) today announced findings from its global research study exploring the impact of Millennials and Generation Z on digital-first omnichannel customer experiences. The third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark details how understanding younger generations’ use of and expectations around next-generation solutions like artificial intelligence (AI) and digital channels including private social messaging are fundamental to building exceptional, best-in-class customer experiences.

NICE inContact Expands DEVone Partner Network with Australia-Based Lake Corporation

VIEW Nov 18, 2019

Salt Lake City, Nov 18, 2019 – NICE inContact (Nasdaq: NICE) today announced that Lake Corporation has joined the DEVone Ecosystem program as the first Australia-based DEVone partner, providing XCalibur Unified Agent Desktop application on CXexchange. This application helps reduce average handle times (AHT) for customer interactions, as agents can process more transactions and will be able to move in and out of multiple data systems quickly within compliance. Lake Corporation will lend expertise in intelligent contact centers, multi-media, and desktop automation to NICE inContact CXone – the world’s #1 cloud customer experience platform – to customers across the Americas, EMEA and APAC.

NICE inContact Receives Highest Scores in Both Western Europe and North America Use Cases in Gartner Report

VIEW Oct 30, 2019

Salt Lake City, October 30, 2019 – NICE inContact (Nasdaq: NICE) today announced that it received the highest product scores across four of five use cases in the Gartner Critical Capabilities for Contact Center as a Service1 report, including the highest scores in both geographic use cases, Western Europe and North America, and two application use cases, customer engagement center and agile contact center, for CXone. Gartner's report evaluates 12 unique critical capabilities within each use case.

NICE inContact CXone Delivers World’s Most Comprehensive Digital-first Omnichannel Offering in Contact Center as a Service (CCaaS) Market

VIEW Oct 29, 2019

Salt Lake City, Oct 29, 2019 – NICE inContact (Nasdaq: NICE) today announced the Fall 2019 release of NICE inContact CXone which delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market. Omnichannel service experiences are those that do not require customers and agents to start over when switching channels. With digital-first omnichannel, CXone now makes it possible for organizations of all sizes across the globe to reach more customers using voice and a vast range of digital channels such as SMS text, Twitter, or WhatsApp – all unified on the CXone cloud customer experience platform. CXone continues to lead the market with customer-driven innovations and only CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation & Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform.

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."

Sarah McElwee,
KBM Group

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  • Salt Lake City
  • Columbus
  • London
  • Philippines

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