NICE news stories

NICE has announced the successful implementation of the NICE CXone platform with Regional Bank Australia.

Failing to provide competitive, high-quality customer service at every touchpoint can lead to low levels of customer satisfaction, which can have detrimental impacts on a business.

NICE  has announced the expansion of its partnership with Google and the optimisation of CXone, its cloud native customer experience platform, for Chrome OS. 

According to a new analysis from NICE, AI technology is going to be the future of the modern contact centre.

While it will take time for the long-term effects of the pandemic on businesses to be fully realised, some of the most significant impacts that have emerged are in the customer experience (CX) arena.

Integration of NICE’s AI-powered CXone with Google Cloud’s CCAI applications to make human agents, voice bots, and chatbots more effective.

AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.

Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.

NICE says the aim is to lead customers through a ‘seamless and effortless’ omnichannel service journey.

For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. 

Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for A/NZ Rod Lester.

"NICE is proud to take the lead in ensuring the use of robots for the betterment of humankind, articulating the ethical principles that act as guidelines for the development of our own AI-driven innovations and across the RPA field."

NICE has brought its artificial intelligence (AI) technologies to the heart of the contact centre.

Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.

According to NICE inContact, the AI models are able to help guide agents at the point-of-service, boosting customer satisfaction in real time.

There has been a significant shift in the way that contact centres are managed and how agents are responding to changing customer behaviours and needs, writes NICE Asia Pacific president Darren Rushworth.

Agile WEM is a way in which organisations can virtually connect their workforces in one location.

The company was positioned highest for Ability to Execute in the Leaders quadrant of the Gartner 2020 Magic Quadrant for Contact Centre-as-a-Service.

“With our extensive experience in the industry, BayCom has the ability to design, implement and support CXone nationwide, providing organisations with an industry-leading Contact Centre as a Service (CCaaS) solution to deliver on their customer experience strategies.”  

According to a survey of 797 contact centre decision-makers conducted in April 2020, 70% are planning to keep more agents working from home after the outbreak, and 66% are planning to accelerate their move to the cloud.

“This recognition from Forrester Research is, in our opinion, a testament to our ongoing dedication to delivering agility and seamless customer experiences for contact centres of all sizes.”

Using a cloud-based infrastructure makes systems and processes available to all staff members as they work from anywhere, but it can also create a security risk if not properly protected, writes NICE president of Asia Pacific Darren Rushworth.

Microsoft Teams is now integrated with NICE inContact CXone, which will allow contact centre agents to collaborate with others in order to close a case faster.

NICE is working to certify the NICE Trading Recording System (NTR) under Microsoft’s Certified for Microsoft Teams certification program for compliance recording solutions.