NICE stories

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.>>

Any comprehensive transition plan must consider the human factors that play a key role in supporting a successful contact centre of remote agents and supervisors.>>

“Contact centre leaders are looking for continuity and the ability to serve their customers in a very dynamic environment in their day to day operations.">>

NICE has identified four key trends to watch in 2018 in order to create or maintain a successful contact centre.>>

Optus Business has expanded its long-standing relationship with NICE with the closing of a new, customer experience focused deal.>>

The solution is designed to act smarter and respond faster to ever-changing consumer expectations.>>

“There are many misconceptions around RPA – robots are not taking over our jobs – it’s about integrating the right technology into the workplace.">>

Consumers are in favour of voice biometrics when dealing with contact centres, according to a new survey by NICE.>>

Why are customer experience efforts not living up to expectations? NICE believes a lack of customer interaction visibility may be the answer.>>