NICE, The Emmy Winner & Next Generation Of CX
Oct 27, 2021
Contact Centres - NICE Teams Up with Emmy Award Winner Eugene Levy to Present the Next Generation of Customer Experience with CXone in New Global Campaign – The campaign brings to life that almost is just not good enough in the era of digital consumers.
Trends in Contact Center Automation
Oct 13, 2021
No Jitter - Contact center vendors discuss customers' attitudes toward automation and lessons learned from their own CX automation deployments.
NICE Platform Answers Call for Hyper-Personal CX Tools
Oct 12, 2021
CRM Buyer - The age of digital adoption is well underway. This technology enables users to fully use digital tools to become entirely self-sufficient and competent. One of the most pressing needs for digital revitalization is enhancing customer relations.
Beyond CCaaS + WFO to CXi
Oct 12, 2021
No Jitter - NICE defines a new market that looks beyond the contact center to all customer experience entry points.
NICE Launches Customer Experience Interactions (CXi)
Oct 7, 2021
DestinationCRM - NICE today launched Customer Experience Interactions (CXi), a framework delivered through a unified suite of applications on the CXone platform.
Contact Centers Offer a Glimpse into the Future of AI—if You Know Where to Look
Oct 6, 2021
AiThority - No matter the industry or customer base, businesses have had to adapt to a sharp rise in digital interactions over the past year. With customer activity and expectations changing rapidly and less predictable than ever, many enterprises have turned to AI to help manage swings in customer demand and crunch large amounts of data and draw actionable insights from it.
Why Digital May Be Stressing Your Agents Out
Oct 1, 2021
Call Centre Helper - In this article contributed by John O’Hara at NICE, he explores why digital may be stressing your agents out. The overnight shift to working from home created new challenges related to staffing (who is working and when) and agent performance (how they’re working). But the transition to work from home was only part of the challenge—companies also had to adapt to the rapid adoption of digital channels, which have forced organizations to rethink how they manage agent key metrics and new technology while helping employees balance evolving demands.
Top 10 Cloud Contact Center Solutions in 2021
Sep 20, 2021
Toolbox - Cloud contact center or cloud telephony is a unified solution that empowers businesses with the capability to centralize their customer communication across multiple channels.
NICE Expands its Global Reach with Bell Canada
Sep 17, 2021
Call Centre Helper - NICE has announced an agreement with Bell, Canada’s largest communications company, to expand access to NICE CXone for contact centre as a Service (CCaaS) in Canada.
NICE Partners with Bell Canada
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.
A Conversation with NICE CXone CEO Paul Jarman
Aug 31, 2021
Advice from a Call Center Geek! Podcast - A Conversation with NICE CXone CEO Paul Jarman- "Advice from a Call Center Geek Podcast!"
NICE CXone Wins UK National Innovation Award for Remote Management of Customer Interactions
Aug 19, 2021
My Customer - CXone recognised for innovative features and services supporting contact centre agility and business continuity designed for today’s work from anywhere requirements.
Gartner Magic Quadrant for CCaaS 2021
Aug 12, 2021
CX Today - Market analytics leader Gartner has released its much awaited 2021 Magic Quadrant report for Contact Center as a Service.
NICE Expands Digital CX Leadership with Digital Customer Guidance
Aug 12, 2021
Contact Centres - NICE empowers organisations to revolutionize customer service by creating end-to-end digitally fluent and guided journeys.
Genesys, NICE Continue AI Push for Improved CX
Aug 12, 2021
No Jitter - By in-house development or acquisition, cloud contact center providers like Genesys and NICE are bringing more AI into their services as enterprises increasingly look to AI to improve CX.
NICE Acquires GoMoxie
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.
The main driver for our 16% increase in revenue growth was cloud growth: NICE CEO
Aug 5, 2021
Yahoo! Finance - Barak Eilam, NICE CEO, joined Yahoo Finance Live to break down the key takeaways from NICE's recent earnings report and what the forecast looks like for the remainder of 2021.
NICE Launches CXone Smart Assist with Amelia
Aug 4, 2021
Smart Customer Service - NICE today launched CXone SmartAssist powered by Amelia, providers of a conversational artificial intelligence solution for customer service.
NICE CXone Powers Faster and Smarter Self-Service and Better Prepared Agents with New Digital-Centric AI Innovations
Aug 3, 2021
My Customer - The NICE CXone Summer 2021 release empowers enterprises to engage customers where their true journey begins and delivers answers faster than ever, ensuring next-gen, digitally fluent CX.
NICE Launches CXone Summer 21 Release
Aug 2, 2021
Smart Customer Service - NICE today unveiled its CXone Summer 2021 release, with smart digital self-service and customized next-best-action guidance capabilities.
CX Is About to Change (Again)
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
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
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
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.
Agent Productivity: CX Today Expert Round Table
Jul 5, 2021
CX Today - Experts from five companies share their thoughts on live agents' motivation in remote working environment, tools for measuring agent productivity and benefits of forecasting high call volumes.
Modern Customer Service Management Software
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.
Leveraging AI in the next generation contact center
Jun 10, 2021
IT Portal Pro - How AI is redefining what's possible in the contact center - and why it matters.
Digital Journeys: Contact Center Pros Share Their Stories
Jun 7, 2021
No Jitter - At a recent NICE customer event, contact center leaders in diverse industries talked up the importance of a cloud platform for digital transformation.
Large Financial Institution Moves to NICE CXone
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
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.