Press Releases

NICE inContact CXone Stays Ahead of Fast-Changing Customer Expectations with Innovative Features that Fuel Modern Contact Centers

VIEW Oct 15, 2020
SALT LAKE CITY, October 15, 2020 – NICE inContact, a NICEbusiness (Nasdaq: NICE)today announced the Fall 2020 release of NICE inContact CXonedelivering 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.

NICE inContact CXone Delivers Best-In-Class Contact Center Capabilities to Ergon Energy Retail

VIEW Sep 15, 2020
SALT LAKE CITY, September 15, 2020 – NICE inContact, a NICEbusiness (Nasdaq: NICE)today announced that Ergon Energy Retail, a subsidiary of Australia-based Energy Queensland Limited, has chosen NICE inContact CXone as its cloud contact center provider. CXone, the leading cloud customer experience platform with a unified approach to Customer Analytics, Omnichannel Routing, Workforce Engagement, and Automation & Artificial Intelligence, will help Ergon Energy Retail deliver exceptional customer experiences and increase operational flexibility while supporting a growing community of remote agents through an all-in-one integrated platform. This relationship was established via NICE inContact’s strategic partnership with Optus Business.

Independent Research Firm Names NICE inContact CXone a Leader in Cloud Contact Center Evaluation

VIEW Aug 26, 2020
SALT LAKE CITY, August 26, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), today announced that NICE inContact CXone, the world’s #1 cloud customer experience platform, has been recognized as a leader for Cloud Contact Centers by Forrester Research.The Forrester Wave™: Contact-Center-As-A-Service(CCaaS) Providers, Q3 2020 report identifies CXone among the most significant cloud contact center platforms in the market, with CXone receiving the highest possible score in the “market presence” category and securing top ranking in the “current offering” and “strategy” categories.

NICE inContact Ranked as the Market Leader in Omdia Multichannel Cloud Contact Center Solution Decision Matrix

VIEW Aug 5, 2020
SALT LAKE CITY, August 5, 2020 – NICE inContact, a NICEbusiness (Nasdaq: NICE)today announced Omdia, a leading global technology research firm, has recognized the company as the market leader in the Omdia Decision Matrix, Selecting a Multichannel Cloud Contact Center Solution, 2020-21, ranking #1 overall in the technology assessment, execution assessment and market impact ratings.

NICE inContact CXone Wins UK National Innovation Award for Digital-First Innovation

VIEW Jul 22, 2020
SALT LAKE CITY, July 22, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), andthe leader in cloud contact center, today announced that is has been selected as the winner in the Innovations in Cloud Contact Centers category of the 2020 UK National Innovation Awards® for NICE inContact CXone, the world’s leading cloud customer experience platform. The UK National Innovation Awards®, presented by the Directors’ Club United Kingdom, recognize business technology innovations from around the world for their impact on customer experience, employee engagement or operational performance.

Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty

VIEW Jun 2, 2020

SALT LAKE CITY, June 2, 2020NICE inContact (Nasdaq: NICE) today announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center agents who are a vital link to improving customer satisfaction and loyalty. The State of Experience and Engagement in Today’s Contact Centers study, commissioned by NICE inContact and ICMI, polled over 150 agents across 20 different industries to better understand where they view their greatest impact on customer experience, serving as effective brand ambassadors, and inspiring brand loyalty and lifetime value.

CXone Integrates with Microsoft Teams and Microsoft Dynamics 365 to Increase Efficiency and Personalization

VIEW May 26, 2020
SALT LAKE CITY, May 26, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), today announced that companies can now integrate  Microsoft Teams and Microsoft Dynamics 365 Customer Service with NICE inContact CXone. Together, CXone and Microsoft Teams allow contact center agents to smoothly collaborate with other experts for quicker case resolution. Our integration with Microsoft Dynamics 365 Customer Service provides voice connectivity and embedded agent controls, complementing the app’s consolidated agent desktop that boosts productivity and empowers personalized experiences. NICE inContact CXone delivers a comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market aimed at transforming experiences for customers and agents alike.

NICE inContact and Zendesk Working Together to Support Remote Contact Center Teams

VIEW May 21, 2020
SALT LAKE CITY, May 21, 2020 – NICE inContact, a NICE business (Nasdaq: NICE), and the leader in cloud contact center, today announced it is partnering with Zendesk, Inc. (NYSE: ZEN), a service-first customer relationship management (CRM) company, to support contact centers responding to changing customer demands. Companies can now use NICE inContact CXone@home with the Zendesk Support Suite and the complimentary Zendesk Remote Support Bundle to help remote contact center and help desk teams keep up with increased interactions due to COVID-19.

UK Healthcare Contact Center Accelerates Move to the Cloud with NICE inContact CXone

VIEW May 19, 2020
SALT LAKE CITY, May 19, 2020 – NICE inContact, a NICE business (Nasdaq: NICE),today announced that a UK healthcare provider has moved nearly 2,000 contact center agents to work remotely from home using NICE inContact CXone, the world’s leading cloud customer experience platform, in response to increased call volume due to the COVID-19 pandemic. Facilitated in collaboration with partner Unify Communications, the rapid deployment delivers immediate relief to overloaded, outdated on-premise systems with the reliability and scalability of the cloud.

Media Contacts

Cheryl Andrus
NICE inContact
(801) 320-3646

cheryl.andrus@niceincontact.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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