NICE inContact CXone infused with end-to-end AI
to help contact centers stay one step ahead throughout customer
journeys
NICE 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.
Of those polled, 64 percent plan to increase their AI investment
over the coming year. For example, contact center leaders see a
range of opportunities for AI to enhance the agent experience.
These include personalized agent and customer matching, augmenting
agent capabilities to improve productivity, and support for
management tasks such as workforce management.
“AI streamlines inquiry capture and resolution. It optimizes
case routing, classification, and schedule management. It extracts
useful information from voice and digital conversations to quickly
surface trends in issues and customer sentiment that may affect
customer retention and loyalty,” according to the Forrester report,
The Three Customer Service Megatrends In 2019 cited in the new
Forrester study.
Yet, given the wide-ranging impact of AI, how to best lay the
foundation for long-term adoption can be unclear. Contact center
leaders acknowledge that AI requires a strategic, concrete roadmap
to minimize implementation challenges, rather than blanket
investment. In fact, 77 percent agree that while AI increasingly
peels off simpler customer service requests, it also increases the
need for agents to develop additional skills to deal with more
complex and higher-value customer inquiries.
Additional findings include:
- Contact center leaders anticipate a key role for agents
alongside growth of AI. 80 percent of respondents agree that AI
would help their contact centers increase agentless interactions.
This, however, does not translate to a reduction in agent staff, as
74 percent of respondents state that the number of agents will
either grow or stay the same this year. While AI will handle
simpler, repetitive interactions, agents are still needed to manage
the more complex, higher-value interactions that require advanced
skills and additional time to resolve.
- AI is seen as a competitive differentiator. According to
79 percent of respondents, AI would enable contact centers to
deliver consistent, timely and contextually relevant experiences –
a key expectation of today’s customers.
- Implementation challenges are not deterring customer
experience (CX) decision-makers. Of those currently pursuing an
AI strategy, 95 percent are taking steps to overcome AI
implementation challenges, primarily by seeking more training,
expertise, and support. Agent training is the leading avenue at 44
percent.
“The Forrester study found that 98 percent of businesses believe
that contact centers are instrumental in improving customer
experience. Leveraging AI to increase contact center operational
efficiencies while creating omnichannel agents adept at handling
digital as well as voice interactions needs to be a top priority,”
said Paul Jarman, NICE inContact CEO. “Higher interaction
volume puts a heavy strain on agents, and AI has an incredible role
in easing that burden so agents can provide the very best
experiences to customers. NICE inContact has invested heavily to
infuse CXone with end-to-end AI capabilities to address real-life
challenges and help contact center leaders and agents stay one step
ahead throughout customer journeys.”
In order to help businesses better understand their current AI
strategy within the contact center, NICE inContact commissioned
Forrester Consulting to develop an interactive assessment tool.
Analyzing the unique attributes of the contact center, alongside
stated program goals and metrics, the assessment tools offers an AI
roadmap outline, sharing key tips on the purposeful rollout of a
long-term AI plan. The AI in the Contact Center Readiness
Assessment tool is now available here.
For the full findings of the Forrester study, download
AI-Infused Contact Centers Optimize Customer Experience.
About the study Commissioned by NICE inContact, Forrester
Consulting conducted an online survey of 307 organizations in the
US, the UK, and Australia to evaluate adoption of AI in contact
centers. Survey participants included decision makers in IT,
customer experience, and contact centers who make contact center
technology decisions. Questions provided to the participants asked
about current contact center tools, plans to adopt AI in contact
center applications, and challenges with getting started.
Respondents were offered an incentive as a thank you for time spent
on the survey. The study was conducted in March 2019.
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/20191017005385/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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