CXone Fall 2019 release empowers organizations
to reach more customers with a vast range of digital channels and
provide seamless, digital-first omnichannel service
NICE inContact (Nasdaq: NICE) today announced the Fall
2019 release of NICE inContact CXone which delivers the world’s
most comprehensive digital-first omnichannel offering in the
Contact Center as a Service (CCaaS) market. Omnichannel service
experiences are those that do not require customers and agents to
start over when switching channels. With digital-first omnichannel,
CXone now makes it possible for organizations of all sizes across
the globe to reach more customers using voice and a vast range of
digital channels such as SMS text, Twitter, or WhatsApp – all
unified on the CXone cloud customer experience platform. CXone
continues to lead the market with customer-driven innovations and
only CXone unifies Omnichannel Routing, Analytics, Workforce
Optimization, and Automation & Artificial Intelligence –
providing a seamless customer and agent experience – as part of one
enterprise-grade, cloud native platform.
Customers today expect to interact with companies via a variety
of digital channels and contact center leaders will adopt and excel
at digital-first customer engagement strategies. According to a
2019 Dimension Data / NTT study, organizations report that
Generation Z and Millennials have an overwhelming preference for
digital channels for customer service. The 2019 NICE inContact
Customer Experience (CX) Transformation Benchmark found that
customer 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. In addition, the benchmark found that 40
percent of companies plan to invest in four or more channels to
improve the customer service experience in the coming year.
“Companies can now engage with customers in the channels they
are accustomed to using, and do so seamlessly. Until now, many have
spoken of omnichannel. Today, NICE inContact CXone makes
digital-first omnichannel a reality in order to help organizations
achieve superior business outcomes," said Paul Jarman, NICE
inContact CEO.
Jarman continued, “With this latest CXone release, NICE
inContact again demonstrates our focused commitment to enabling the
very best agent and customer experiences, no matter the channel.
CXone sets the standard with the world’s most complete, unified and
intelligent cloud customer experience platform.”
New CXone Digital-first Omnichannel Paradigm Empowers
Organizations to Drive Customer Loyalty and Agent Productivity
The days of disjointed customer experiences and siloed digital and
voice agents are over – with CXone contact centers can now run a
true digital-first omnichannel operation. CXone ushers in a new
paradigm that allows agents to handle messaging and real-time
customer service interactions with control and context – naturally
handling both real-time and digital messaging interactions in one
intelligent inbox and with a 360-degree view of customer
context.
- CXone Delivers World’s Most Comprehensive Omnichannel
Offering CXone now offers the most supported first and second
generation digital channels in the industry with dozens of
pre-integrated messaging, social and traditional voice / chat
channels – including Facebook Messenger, Apple Business Chat,
WhatsApp, and more – native in CXone cloud customer experience
platform. Now with CXone it is easy for brands to provide
digital-first omnichannel service in the channels customers expect.
Contact centers are empowered to provide personalized digital
interactions that deliver native experiences such as rich media,
emojis, and other collaboration tools. Pre-integrated channels are
simple to activate and make it easy to offer to customers and
agents.
- CXone Intelligent Inbox Consolidates Handling of All
Channels to Empower Efficient Omnichannel Agents The new CXone
intelligent inbox is a single interface for agents to handle a wide
range of digital channels and voice communications and allows
agents to handle multiple customer interactions concurrently.
Agents can see and control the flow of interactions in one place
while providing efficient one-to-many service.
- CXone Customer Card Provides a 360-degree View of Customer
Context to Empower Effective Omnichannel Agents The new CXone
customer card shows digital interaction context – both past and
live, as well as customer sentiment, suggested replies for next
best action, agent notes and previous interactions with the
customer regardless of channel. As agents switch between customers
they quickly have a 360-degree view of each customer, their journey
and conversation history, plus other insights to provide a fast,
personalized and effective omnichannel service.
At 93 percent, the vast majority of customers expect seamless
omnichannel experiences when interacting with businesses, but they
are not getting them. Ninety-one percent say companies are not
excelling at allowing them to seamlessly switch between channels.
Now with CXone, contact centers can provide quicker and more
convenient customer experiences on the digital channels customer
use.
Broadest Set of Pre-Built Customer Relationship Management
(CRM) and Unified Communication as a Service (UCaaS)
Integrations NICE inContact empowers organizations to maximize
the value of their CRM, UCaaS, and contact center technologies
through its rare combination of contact center functionality and
expertise, plus breadth of integrations. Pre-built CRM integrations
include Salesforce, Oracle Service Cloud, Microsoft Dynamics,
ServiceNow, Zendesk, SugarCRM, NetSuite, SAP, and Bullhorn. NICE
inContact UCaaS integrations improve rapid collaboration across the
contact center and the rest of the organization, leading to faster
answers for customers and a better experience for contact center
agents and customers, and include RingCentral, Jive, Fuze, and
Momentum Telecom.
NICE inContact was named a leader for its fifth consecutive year
in the Gartner Magic Quadrant for Contact Center as a Service,
North America1 report, and in 2019 achieved the highest and
furthest overall position for ability to execute and completeness
of vision. In The Forrester Wave™: Cloud Contact Centers, Q3 20182,
NICE inContact CXone was named a Leader, positioning CXone among
the most significant cloud contact center solutions in the
market.
Gartner disclaimer Gartner does not endorse any vendor,
product or service depicted in its research publications, and does
not advise technology users to select only those vendors with the
highest ratings or other designation. Gartner research publications
consist of the opinions of Gartner's research organization and
should not be construed as statements of fact. Gartner disclaims
all warranties, expressed or implied, with respect to this
research, including any warranties of merchantability or fitness
for a particular purpose.
About NICE inContact CXone NICE inContact CXone is the
leading cloud customer experience platform. Only CXone unifies
Omnichannel Routing, Analytics, Workforce Optimization, 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 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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1Gartner, “Magic Quadrant for Contact Center as a Service, North
America,” Drew Kraus, Steve Blood, Simon Harrison 15 October 2019.
2Forrester Research, Inc. “The Forrester WaveTM: Cloud Contact
Centers, Q3 2018,” Art Schoeller, with Daniel Hong, Sara Sjoblom,
and Peter Harrison; September 25, 2018.
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version on businesswire.com: https://www.businesswire.com/news/home/20191029005477/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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