CXone Manages a Record Number of Digital Interactions as Online Sales Spike on Cyber Monday
December 09 2020 - 6:30AM
Business Wire
With an astonishing 50% growth in digital
interactions, CXone provides a smooth and exceptional digital
customer experience as global online sales hit a new record
NICE (Nasdaq: NICE)
today announced that NICE inContact CXone, a global leading cloud
customer experience platform, saw digital interactions surge on
Cyber Monday, one of the highest volume online shopping days on the
calendar. On Cyber Monday, November 30, 2020, digital interactions
powered by CXone significantly surpassed their 2019 numbers with
over 70 percent growth in messaging and chat in the days leading to
Cyber Monday.
Digital’s performance on Cyber Monday validates the on-going
behavioral shift as both consumers and contact centers adapt to the
current environment. For example, the 2020 NICE inContact CX
Transformation Benchmark Study, Business Wave revealed that 62
percent of contact centers reported an increase in digital
interaction volumes during the global pandemic. In fact, in the
month of November, leading to Cyber Monday, the overall digital
volume in CXone increased more than 60 percent year over year.
“The growth CXone has seen across digital channels this year is
staggering, albeit not unexpected,” said Paul Jarman, NICE
inContact CEO. “The circumstances of 2020 have driven consumers
to increase the use of contact centers in general and towards the
channels that they’re fluent with in their personal lives – chat,
email, social, SMS. What’s important for contact center leaders to
take away from Cyber Monday and beyond is that a semblance of these
behavioral changes is likely permanent. Meeting and exceeding the
expectations of digitally savvy customers means having a foundation
to provide seamless, exceptional omnichannel experiences.”
According to the NICE inContact CX Transformation Benchmark,
two-thirds of contact center leaders (66 percent) not using the
cloud today indicated that they are planning to accelerate their
move as a result of the pandemic. As more and more contact centers
look to get ahead of disruption and embrace digital flexibility,
contact centers must address the need for successful omnichannel
integration. NICE inContact CXone delivers the world’s most
comprehensive digital-first omnichannel offering in the Contact
Center as a Service (CCaaS) market with more than 30 options to
connect with customers in their channel of choice.
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 CXone™, 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
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 Mr. 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20201209005400/en/
Corporate Media Contact 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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