Press Releases

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.

NICE inContact CXone Expands FedRAMP Leadership with Workforce Optimization Authorization

VIEW Aug 27, 2019
Salt Lake City, August 27, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced that NICE inContact CXone has expanded its Federal Risk and Authorization Management Program (FedRAMP) Authorization to Operate (ATO) leadership with the addition of CXone Workforce Optimization, to improve citizen and agent experiences. CXone, the world’s #1 cloud customer experience platform, is the industry’s first and only FedRAMP authorized cloud contact center (SaaS) solution, the only Salesforce FedRAMP authorized cloud contact center partner, and now the only provider of a FedRAMP authorized workforce optimization (WFO) solution seamlessly integrated in a cloud contact center (SaaS) solution. FedRAMP ATO is a requirement for cloud service providers to serve US government Federal Agencies.

NICE inContact and Atos Announce Partnership to Fuel Cloud Adoption for Hundreds of Thousands of Contact Center Agents

VIEW Aug 5, 2019

Paris and Salt Lake City, August 5, 2019 – Atos SE (CAC40) and NICE inContact, a NICE (Nasdaq: NICE) business, today announced a partnership in which Atos, a global leader in digital transformation with over 110,000 employees in 73 countries, will make NICE inContact CXone a preferred solution for Contact Center as a Service and bring CXone to the company’s installed base of hundreds of thousands of contact center agents across the globe as well as new customers.

NICE inContact CXone Helps Gant Travel Improve Contact Center Performance

VIEW Jul 18, 2019

Salt Lake City, July 18, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced that NICE inContact CXone, the world’s #1 cloud customer experience platform, has enabled corporate travel services provider Gant Travel to improve contact center CRM integration and optimize Interactive Voice Response (IVR) capabilities, resulting in lower average handle time (AHT) and reduced costs. Working alongside NICE inContact’s team of experts and partners, the Bloomington, Indiana-based organization eliminated silos at its contact center and now gives agents the unified, omnichannel capabilities they need to rapidly respond to customer needs in real-time.


VIEW Jul 15, 2019
Hoboken, N.J., July 15, 2019 – NICE (Nasdaq: NICE) today announced it is expanding its collaboration with Microsoft, and will develop new integrations for Microsoft Teams.  With soon to be added NICE Trading Recording, NICE inContact CXone and NICE Multi Channel Recording integrations, organizations will be able to effortlessly collaborate with the contact center, to record, monitor and provide security to the Teams environment.

CXone Transforms Customer Experience for Global Manufacturing Company

VIEW Jul 9, 2019
Salt Lake City, July 9, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced that a multi-industry manufacturing company focused on innovative technology solutions for global industries, has significantly improved its contact center operations, including seeing a significant uptick in Net Promoter Score® in one division, by implementing NICE inContact CXone globally to over 3,000 agents in 48 countries. The company’s executive leadership identified improving the customer experience (CX) as a key business initiative, and recognized the contact center as a lynchpin to their efforts to make CX easier, regardless of location. 


VIEW Jul 2, 2019

Salt Lake City, July 2, 2019 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced its latest innovations that bring outcome-oriented results, enhanced collaboration and continuous engagement with CXsuccess customer services for CXone customers. With CXsuccess customer services, NICE inContact delivers a suite of onboarding, implementation, education and technical consulting services for customers deployed on the CXone cloud platform.

Media Contacts

Cheryl Andrus
NICE inContact
(801) 320-3646


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