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Hoboken, NJ, USA, Aug, 2021 -- NICE (Nasdaq: NICE)  unveiled its CXone Summer 2021 release, designed to elevate brand experiences across the customer lifecycle and drive digitally fluent customer and employee experiences. With smart digital self-service capabilities, businesses of any size are empowered to provide customers with the answers they seek at the start of their journey – from the initial web search, across any channel. 

According to the NICE CXone Customer Experience (CX) Transformation Benchmark, 8 in 10 consumers are more willing to do business with companies that offer self-service options, yet only 61 percent agree that companies are offering easy, convenient self-service. According to an October 2020 blog by Ian Jacobs, Forrester’s VP, Research Director, Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care, Forrester predicts that in 2021, digital customer service interactions will increase by 40%, confirming the -growing customer preference for digital channels.

Paul Jarman, NICE CXone CEO, said, "Consumers expect service interactions to be just like their experiences with family and friends, a fluid conversation across channels that can stop and start to fit their schedules. With the NICE CXone 2021 Summer release, we’ve continued to reimagine the whole customer journey and are empowering organizations to deliver specific answers to their customers at the start of their search: on mobile apps, websites, or a web search. With innovative capabilities that make every touchpoint along the journey smarter and by providing full context, we believe organizations have the power to deliver the next-gen, digitally fluent CX consumers are looking for."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Friday, August 6, 2021