#contactcenterworld, @NICELtd
Hoboken, NJ, USA, Oct, 2021 -- NICE (Nasdaq: NICE) announced the CXone Fall 2021 release, which includes capabilities that help businesses address the growing demand for digital interactions and intuitive self-service. CXone’s new self-service options enable businesses to deliver answers faster, boost CSAT and accelerate digital transformation.
A NICE survey revealed that 62 percent of contact centers reported an increase in digital interaction volumes during the global pandemic. In 2020, the preference for self-service channels, such as websites, IVR, and chatbots, increased to 42 percent, up 15 percentage points from 2019. The preference for agent-assisted channels, such as phone, email, and online chat, decreased from 72 percent to 57 percent. These metrics indicate the importance for companies to maintain a balance between providing smarter, adaptive self-service across channels, while also providing agents with the specific next-best actions and behavioral guidance they need to deliver exceptional experiences.
In addition, new e-commerce capabilities have been added to the CXexchange online marketplace to make it easier for CXone customers to extend their investment with partner solutions.
Paul Jarman, NICE CXone CEO, said, "Consumer expectations for seamless, rapid self-service on digital channels continues to grow, and there is zero tolerance for waiting in long queues for answers. With the fall 2021 release of CXone, we bring advanced capabilities to accelerate digital transformation and enable exceptional, end-to-end self-service experiences, allowing consumers to get answers to the most complex and sophisticated questions from the very first digital entry point."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Monday, November 1, 2021
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