CXone Fall 2020 release adds advanced features
to enhance digital customer service, workforce agility, agent
engagement and deep-dive insights with ground-breaking
analytics
NICE inContact, a NICE
business (Nasdaq:
NICE), today announced the
Fall 2020 release of NICE inContact CXone, delivering 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.
2020 was a year marked by
unprecedented upheaval for contact center leaders, agents and
customers. Many contact centers enacted, for the first time,
wide-scale work-from-home transition plans all while juggling the
rising needs and expectations of customers. In fact, a NICE
inContact study of contact center
leaders found that amid the COVID-19 pandemic, 62 percent of
respondents experienced an increase in digital interactions and 46
percent saw an upturn in self-service channels – demonstrating that
digital customer experience is critical for customer
success.
“We’re witnessing the digital
acceleration of the contact center in real-time,” said Paul
Jarman, CEO, NICE inContact. “The
vast range of digital channels customers have come to expect –
chat, SMS text, Twitter, WhatsApp – are now cornerstones of
positive customer experiences. NICE inContact CXone doesn’t simply
support these functions; they’re now elevated to a new level with
our breakthrough innovations to help contact centers gain the
agility to navigate disruptions and ensure business continuity
while developing relationships that last with their
customers.”
Latest CXone Release Powers Contact Centers with Intelligence
and Flexibility in the Face of Disruption
Building better contact centers and powering better experiences
requires balancing the unique needs of modern agents with the
constantly rising expectations of customers. CXone is designed to
mirror customer and agent experiences, eliminating silos and
creating new opportunities. CXone Fall release highlights
include:
- Enhanced Remote Workforce Agility & Agent
Engagement: CXone provides remote workforce agility with an
advanced workforce engagement suite as part of the unified, cloud
native CXone platform, enabling contact centers to avoid
disruptions and to continuously manage productivity and agent
performance in any location. Leaders can coach and engage their
agents in a remote capacity the same as in the office – and in some
cases more effectively -- through new digital coaching with
real-time agent screen monitoring. CXone also offers new business
intelligence models for remote agents and adds new functionality to
support work-from-home demands, such as agent-initiated schedule
changes, rotational schedules, and other agent-centric remote
features.
- New AutoDiscovery of Trends Across Digital and Voice
Interactions: Faster action to seize opportunities or resolve
systemic problems is a must-have in today’s fast-paced digital
environment. Now organizations can apply the power of end-to-end
analytics across 100% of interactions to spot patterns and answer
questions that they did not even know to ask. New AutoDiscovery in
CXone creates “aha” moments through automatic categorization and
visualization of topics and trends through machine learning and
artificial intelligence (AI).
- New Business Intelligence (BI) for Deeper Operational
Visibility: New CXone Business Intelligence provides advanced
analysis and exploration by embedding BI directly in CXone with
graphics, trends, dynamic explorations, and drill-downs. Business
users will have the ability to thoroughly analyze with advanced
tools, pre-built reports, and custom reporting. New pre-built
reports include visualizations and drill-downs for Workforce
Management and Quality Management with the evaluation details
linked to associated agent/customer interactions.
- New Real-time Customer Authentication Streamlines Agent and
Customer Interactions: Leveraging voice biometrics and advanced
artificial intelligence, CXone now offers a passive authentication
method to quickly confirm customer identity without repeating
passphrases or other identifying markers – reducing average handle
time on all agent calls, reducing customer effort and empowering
customers to do more within self-service IVR.
“Seamless, exceptional experiences are vital in attracting new
customers, fostering existing relationships and building a
community of brand advocates, Jarman said. “The Fall 2020 CXone
release takes a holistic approach to improving both agent and
customer experiences and to helping organizations of all sizes
modernize and remain agile in today’s increasingly digital
world.”
About NICE inContact CXone NICE inContact CXone is the
leading cloud customer experience platform. Only CXone unifies
Customer Analytics, Omnichannel Routing, Workforce Engagement
Management, and Automation & Artificial Intelligence –
providing a seamless customer and agent experience – as part of one
enterprise-grade, cloud native platform. With its Open Cloud
Foundation, CXone powers rapid innovation via open APIs, leading
scalability and reliability (guaranteed 99.99 percent uptime), and
carrier-grade connectivity (guaranteed voice quality).
About NICE inContact NICE inContact works with
organizations of all sizes to create extraordinary and trustworthy
customer experiences that create deeper brand loyalty and
relationships that last. With NICE inContact CXoneTM, the
industry’s most complete cloud customer experience platform, we
combine best-in-class Customer Analytics, Omnichannel Routing,
Workforce Optimization, Automation and Artificial Intelligence, all
on an Open Cloud Foundation to help any company transform every
single customer interaction. See how our customer-centric expert
services, innovative software, extensive ecosystem of valuable
partnerships, and over a decade of global experience can help you
transform every experience and customer relationship for lasting
results. NICE inContact is recognized as a market leader by the
leading industry analyst firms. www.niceincontact.com
NICE (Nasdaq: NICE) is the world’s leading provider of
both cloud and on-premises enterprise software solutions that
empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps
organizations of all sizes deliver better customer service, ensure
compliance, combat fraud and safeguard citizens. Over 25,000
organizations in more than 150 countries, including over 85 of the
Fortune 100 companies, are using NICE solutions. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Paul Jarman, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20201015005432/en/
Corporate Media Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
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