NICE inContact announced the Fall 2019 release of NICE inContact CXone which delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market. Omnichannel service experiences are those that do not require customers and agents to start over when switching channels.
With digital-first omnichannel, CXone now makes it possible for organizations of all sizes across the globe to reach more customers using voice and a vast range of digital channels such as SMS text, Twitter, or WhatsApp – all unified on the CXone cloud customer experience platform. CXone continues to lead the market with customer-driven innovations and only CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation & Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform.
Customers today expect to interact with companies via a variety of digital channels and contact centre leaders will adopt and excel at digital-first customer engagement strategies. According to a 2019 Dimension Data / NTT study, organizations report that Generation Z and Millennials have an overwhelming preference for digital channels for customer service. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark found that customer use of and preference for digital channels is on the rise. In the US from 2017 to 2018, chat use tripled and text grew tenfold; preference for these channels grew 36 percent and 71 percent respectively. In addition, the benchmark found that 40 percent of companies plan to invest in four or more channels to improve the customer service experience in the coming year.
“Companies can now engage with customers in the channels they are accustomed to using, and do so seamlessly. Until now, many have spoken of omnichannel. Today, NICE inContact CXone makes digital-first omnichannel a reality in order to help organizations achieve superior business outcomes,” said Paul Jarman, NICE inContact CEO.
Jarman continued, “With this latest CXone release, NICE inContact again demonstrates our focused commitment to enabling the very best agent and customer experiences, no matter the channel. CXone sets the standard with the world’s most complete, unified and intelligent cloud customer experience platform.”
New CXone Digital-first Omnichannel Paradigm Empowers Organizations to Drive Customer Loyalty and Agent Productivity
The days of disjointed customer experiences and siloed digital and voice agents are over – with CXone contact centres can now run a true digital-first omnichannel operation. CXone ushers in a new paradigm that allows agents to handle messaging and real-time customer service interactions with control and context – naturally handling both real-time and digital messaging interactions in one intelligent inbox and with a 360-degree view of customer context.
CXone Delivers World’s Most Comprehensive Omnichannel Offering
CXone now offers the most supported first and second generation digital channels in the industry with dozens of pre-integrated messaging, social and traditional voice / chat channels – including Facebook Messenger, Apple Business Chat, WhatsApp, and more – native in CXone cloud customer experience platform.
Now with CXone it is easy for brands to provide digital-first omnichannel service in the channels customers expect. Contact centres are empowered to provide personalized digital interactions that deliver native experiences such as rich media, emojis, and other collaboration tools. Pre-integrated channels are simple to activate and make it easy to offer to customers and agents.
CXone Intelligent Inbox Consolidates Handling of All Channels to Empower Efficient Omnichannel Agents
The new CXone intelligent inbox is a single interface for agents to handle a wide range of digital channels and voice communications and allows agents to handle multiple customer interactions concurrently. Agents can see and control the flow of interactions in one place while providing efficient one-to-many service.
CXone Customer Card Provides a 360-degree View of Customer Context to Empower Effective Omnichannel Agents
The new CXone customer card shows digital interaction context – both past and live, as well as customer sentiment, suggested replies for next best action, agent notes and previous interactions with the customer regardless of channel. As agents switch between customers they quickly have a 360-degree view of each customer, their journey and conversation history, plus other insights to provide a fast, personalized and effective omnichannel service.
At 93 percent, the vast majority of customers expect seamless omnichannel experiences when interacting with businesses, but they are not getting them. Ninety-one percent say companies are not excelling at allowing them to seamlessly switch between channels. Now with CXone, contact centres can provide quicker and more convenient customer experiences on the digital channels customer use.
Broadest Set of Pre-Built Customer Relationship Management (CRM) and Unified Communication as a Service (UCaaS) Integrations
NICE inContact empowers organizations to maximize the value of their CRM, UCaaS, and contact centre technologies through its rare combination of contact centre functionality and expertise, plus breadth of integrations. Pre-built CRM integrations include Salesforce, Oracle Service Cloud, Microsoft Dynamics, ServiceNow, Zendesk, SugarCRM, NetSuite, SAP, and Bullhorn. NICE inContact UCaaS integrations improve rapid collaboration across the contact centre and the rest of the organization, leading to faster answers for customers and a better experience for contact centre agents and customers, and include RingCentral, Jive, Fuze, and Momentum Telecom.
NICE inContact was named a leader for its fifth consecutive year in the Gartner Magic Quadrant for Contact Center as a Service, North America1 report, and in 2019 achieved the highest and furthest overall position for ability to execute and completeness of vision. In The Forrester Wave™: Cloud Contact Centers, Q3 20182, NICE inContact CXone was named a Leader, positioning CXone among the most significant cloud contact centre solutions in the market.