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Press Releases

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.

NICE inContact CXone Empowers Omnichannel Experiences with New Native Salesforce Lightning User Interface

VIEW Oct 28, 2019

Salt Lake City, Oct 28, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced new enhancements to CXone Agent for Salesforce that enable omnichannel experiences for customers – defined as not starting over when switching channels. The CXone cloud platform integrates with Salesforce, adding a global carrier-grade voice channel, intelligent omnichannel routing for Salesforce digital channels and integrated workforce optimization (WFO) capabilities – enabling contact centers to deliver personalized customer experiences and improved agent productivity with a unified interface.

 

NICE inContact Achieves Highest and Furthest Overall Position for Ability to Execute and Completeness of Vision, Respectively, in Gartner Magic Quadrant for Contact Center as a Service, North America

VIEW Oct 18, 2019
Salt Lake City, October 18, 2019 – NICE inContact (Nasdaq: NICE) today announced that it has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS), North America report. NICE inContact achieved the highest and furthest overall position for its ability to execute and completeness of vision, respectively, and has been named a Leader every year since this Magic Quadrant’s inception. NICE inContact (CXone) received the highest product scores across four of five use cases in the Gartner Critical Capabilities for Contact Center as a Service 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.

Independent Research Firm Finds High Interest in Adopting AI Across the Contact Center

VIEW Oct 17, 2019
Salt Lake City, Oct 17, 2019NICE inContact, a NICE (Nasdaq: NICE) business, today announced the results of a new study, AI-Infused Contact Centers Optimize Customer Experience. The study, conducted by Forrester Consulting on behalf of NICE inContact, found high interest among contact center leaders in adopting AI across the contact center.  NICE inContact CXone AI capabilities span the entire customer and agent experience from: new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detect root cause issues of customer frustration.

Organizations With Cloud Contact Center Technology Report 18 Percent Higher Customer Satisfaction

VIEW Sep 24, 2019
Salt Lake City, September 24, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced per the latest findings of its second annual global research study, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, that companies with all of their contact center technology in the cloud report 18 percent higher customer satisfaction (CSAT) based on service experience compared to companies with on-premises contact center technology. Further, at 40 percent, a significant portion of companies are very likely to invest in four or more channels to improve the customer service experience.

NICE inContact Recognizes Innovation of CXone Application Partners at Third Annual DEVone Partner Conference

VIEW Sep 11, 2019
Salt Lake City, Sept. 11, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced its 2019 DEVone Partner Award winners, who were recognized at the third annual NICE inContact DEVone Partner Conference which was attended by more than 350 partners and NICE inContact employees. Nearly half of all DEVone partners showcased and demonstrated products built for NICE inContact CXone, the world’s #1 cloud customer experience platform.

NICE inContact Announces New Partnerships in Australia Including Converged Communication Network Applications and Byte

VIEW Aug 28, 2019

Salt Lake City, August 28, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced the addition of multiple new partnerships in Australia which will bring NICE inContact CXone – the world’s #1 cloud customer experience platform – to contact center customers throughout the region. Converged Communication Network Applications Pty Ltd (CCNA) and Byte, among others, join hundreds of NICE inContact global partners with go to market, operations and services teams across the Americas, EMEA and APAC. These partnerships combined with NICE inContact CXone and global service teams support local, regional and multinational customers of all sizes.

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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