Organizations With Cloud Contact Center Technology Report 18 Percent Higher Customer Satisfaction
September 24 2019 - 6:30AM
Business Wire
NICE inContact CX Transformation Benchmark
study finds 40 percent of companies are very likely to invest in
four or more customer service channels in the coming year
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.
The 2019 NICE inContact Customer Experience (CX) Transformation
Benchmark gauges the attitudes of businesses and consumers in key
areas of customer experience. This latest report on the business
wave of the study provides insights on contact center technology
investment plans amidst changing customer needs, and points to the
need for businesses to move beyond multichannel offerings and
create true seamless omnichannel customer experiences powered by a
complete cloud customer experience platform. The comprehensive
study polled contact center leaders in the United States, United
Kingdom, and Australia.
Key findings:
- Organizations with all of their contact center technology in
the cloud report superior customer experience outcomes.
Companies using cloud contact center technology report 18 percent
higher CSAT as well as 36 percent higher likelihood to recommend
their company from customers based on service experience, compared
to companies with on-premises contact center technology.
- Channels investment plans are significant. Forty percent
of companies are very likely to invest in four or more channels to
improve the customer service experience in the coming year.
Further, those who are very likely to invest in four or more
channels who also have all their contact center technology in the
cloud or are planning to move to the cloud are more likely than
those with on-premises contact center technology to now offer eight
of the 11 channels covered in the study, including communicating
with customers on social media, online chat, SMS / text, video
chat, IVR, mobile apps, chatbots, and service via a home electronic
virtual assistant device.
- Despite customer demand, investment plans for omnichannel
functionality are lacking. Overwhelmingly, customers expect
seamless omnichannel functionality when interacting with
businesses, by a rate of 91 percent. Meanwhile, only 25 percent of
businesses are likely to invest in new services that allow channels
of communication to work together seamlessly. Consumer use of and
preference for digital channels is on the rise. In the US from 2017
to 2018, chat use tripled, and text grew tenfold; preference for
these channels grew 36 percent and 71 percent respectively.
- Almost half of global organizations see a need for more
agent-assisted resources. While customer reliance on
self-service channels has spiked, increasing from 17 percent to 31
percent in the United States (based on the 2018 CX benchmark) 49
percent of businesses globally expect they will need more
agent-assisted resources in the coming year. Among these
businesses, 61 percent say the need is due to an increase in the
number of customers interacting with agents.
“From social media messaging, to text, to chatbots, the customer
relationship takes place across a wide and diverse range of
channels in addition to voice. As more customers embrace multiple
digital channels to communicate and engage, it becomes increasingly
important for businesses to be able to quickly adopt and integrate
digital channels into a seamless omnichannel customer experience.”
said Paul Jarman, NICE in Contact CEO.
Jarman continued, “The NICE inContact CX Transformation
Benchmark not only shows that contact centers are moving to the
cloud, but that those who are in the cloud, and those that plan to
invest in customer experience, provide superior customer
experiences. Leading organizations of all sizes can stay agile and
ahead of customer expectations by leveraging a complete, unified
and intelligent cloud contact center platform, to deliver quick,
effortless interactions – anywhere.”
Key findings demonstrate the need for companies to provide true
omnichannel experiences that seamlessly blend voice and digital as
well as agent-assisted and self-service channels. In today’s
digital-first era, customer use of multiple digital channels in
addition to voice is growing. Not only are more customers using
self-service channels, more customers are interacting with
agents.
About the 2019 NICE inContact Customer Experience (CX)
Transformation Benchmark, Contact Center Plans and Metrics NICE
inContact surveyed more than 900 contact center decision makers in
the United States, United Kingdom and Australia. The report
presents global findings from the business wave of the research and
provides insights on contact center leaders’ technology investment
plans and contact center goals and metrics. For more information
and to download the full research report, please click here.
About NICE inContact NICE inContact is the cloud contact
center software leader with the world’s #1 cloud customer
experience platform. NICE inContact CXone™ combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation
and Artificial Intelligence on an Open Cloud Foundation. NICE
inContact’s solution empowers organizations to provide exceptional
customer experiences by acting smarter and responding faster to
consumer expectations. NICE inContact’s DEVone developer program is
an extensive partner ecosystem, providing applications from partner
companies on the CXexchange marketplace that are designed to
integrate with CXone. 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, may,
will, intend, project, 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 the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; 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; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. 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 Securities and
Exchange Commission, 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20190924005474/en/
Corporate Media Cheryl Andrus, +1 801 320 3646
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Yisca Erez +972 9 775 3798, CET ir@nice.com
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