NICE research highlights need to prioritise vulnerable customers
Despite growing awareness of consumer vulnerability in contact centres, a hidden crisis persists in the UK, with many individuals remaining unaware of their own vulnerable status, leaving them at greater risk as their circumstances change. According to the second annual customer vulnerability survey by NICE, 19% of UK consumers now identify as vulnerable, marking an increase of over one million […]
NICE CXone now available natively on Azure
NICE has expanded its partnership with Microsoft, delivering CXone on Azure to create what it says will be frictionless, personalised digital customer experiences. NICE has received Top Tier status, Microsoft’s highest level partner designation, for Azure IP Co-sell driving deeper collaboration and a strong go-to-market momentum. The partnership leverages the power of CXone to help organizations […]
Consumers want more self-service options
81 percent of consumers say they want more self-service options yet only 15 percent of consumers expressed a high level of satisfaction with the tools provided to them today whereas businesses believe 53 percent of consumers are very satisfied with their self-service. That’s according to the NICE 2022 Digital-First Customer Experience Report, which highlights significant gaps […]
NICE launches Enlighten XO
NICE has commerced the roll out of Enlighten XO, which automatically generates insights from human conversations to build smart self-service with advanced AI. Additionally, the platform streamlines the development of digital self-service applications by injecting data from past interactions to optimise future self-service experiences. NICE says organisations can now take a data-driven, self-learning, empirical approach […]
NICE launches of CXone Expert following acquisition of MindTouch
NICE has announced the launch of CXone Expert, following the acquisition of MindTouch Inc., a San Diego-based cloud-based knowledge management software for customer experience. CXone Expert is a comprehensive artificial intelligence (AI)-powered knowledge management solution that reduces friction by projecting personalized content to customers seeking self-service while injecting crucial insights throughout the customer journey. CXone Expert eliminates […]
Analyst Report: AI Helps Align Agent Performance with Customer Expectations
By Abby Monaco, Senior Product Marketing Manager, NICE Using AI capabilities to deliver agent guidance in real time, at the exact moment it’s needed, helps contact centres maximize agent performance, delight customers and reduce costs. That’s the finding of a report by Aberdeen, which surveyed more than 300 contact center leaders across industries around the […]
How – and Why – to Analyze Sentiment
By Abby Monaco, Senior Product Marketing Manager, NICE Nexidia “I have terrible news,” your boss wrote in an email late last night. “The project has officially been delayed.” Without any additional context, this news could be cause for joy – you’ll no longer be working all weekend to deliver on a deadline – or significant […]
How Analytics Can Help You Deliver Superior Customer Service
Lauren Maschio, Product Marketing Manager, NICE Consumers today expect world-class customer experiences, and delivering the fast, personalized service they demand requires that you build analytics into the core of your business. Analytics can deliver a competitive advantage by improving the quality of your interactions with customers, and with the contact centre the most vital point […]
NICE unveils NTR-X for financial services
NICE has introduced NTR-X, a fully integrated, cloud-ready omnichannel compliance recording and assurance solution. Building on NICE Trading Recording, NTR-X captures all modalities of regulated employee communications – traditional, unified and mobile – in a single platform. Offering a consolidated, centralized approach to managing recording estates and footprints, NICE’s NTR-X can be deployed globally while […]
NICE helping with COVID-19 vaccine global distribution efforts
NICE is ramping up support for service and information centers across the entire COVID-19 vaccine supply chain with its CXone cloud platform. The vaccine supply chain is comprised of three main critical stakeholders: vaccine manufacturers, federal and state agencies responsible for distribution and healthcare providers that are administering the vaccine. As governments around the globe […]
