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

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.

<span style="font-weight: bold; font-size: 18pt;">Agile has grown from a simple reseller to a fully fledged integrator and software developer in just 10 years.