NICE news stories
Leveraging technology in contact centres to reduce attrition rates
Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
NICE CXone platform integration implemented with Regional Bank Australia
NICE has announced the successful implementation of the NICE CXone platform with Regional Bank Australia.
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
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 expands its strategic partnership with Google
NICE has announced the expansion of its partnership with Google and the optimisation of CXone, its cloud native customer experience platform, for Chrome OS.
Analysis: AI the way of the future for modern contact centres
According to a new analysis from NICE, AI technology is going to be the future of the modern contact centre.
How businesses can better adapt to meet the changing demands of customer experience
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.
NICE integrates cloud-based, AI-powered CXone into Google Cloud
Integration of NICE’s AI-powered CXone with Google Cloud’s CCAI applications to make human agents, voice bots, and chatbots more effective.
How artificial intelligence impacts business transformation
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.
Transforming contact centres with a digital-first customer experience strategy
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
CX firm NICE acquires GoMoxie to bolster omnichannel capabilities
NICE says the aim is to lead customers through a ‘seamless and effortless’ omnichannel service journey.
Gartner names NICE as leader in CCaaS for 7th consecutive year
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.
Best practices for implementing a chatbot or virtual agent
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 announces AI ethics framework as industry booms
"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 infuses voice of customer capabilities with artificial intelligence
NICE has brought its artificial intelligence (AI) technologies to the heart of the contact centre.
NICE releases an AI-powered self-service platform
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.
NICE inContact infuses AI into contact centre offering
According to NICE inContact, the AI models are able to help guide agents at the point-of-service, boosting customer satisfaction in real time.
Seven emerging and future trends for contact centres
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.
NICE rolls out agile workforce management for distributed workforces
Agile WEM is a way in which organisations can virtually connect their workforces in one location.
Gartner names NICE inContact a cloud contact centre Leader
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.
BayCom partners with NICE inContact to offer cloud contact centre platform in NZ
“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.”
Managing customer experience with a work-from-anywhere workforce
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.
Forrester Research highlights top cloud contact centre solution
“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.”
Securing work-from-anywhere contact centres
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.
NICE inContact integrates Teams, Dynamics into contact centre suite
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.