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#contactcenterworld, @inContact
NICE inContact, a NICEbusiness (Nasdaq: NICE), announced the Fall 2020 release of NICE inContact CXone, delivering greater workforce agility for remote teams, deeper operational insights across all digital and voice interactions, and faster handle time through real-time customer authentication with voice biometrics.
2020 was a year marked by unprecedented upheaval for contact center leaders, agents and customers. Many contact centers enacted, for the first time, wide-scale work-from-home transition plans all while juggling the rising needs and expectations of customers. In fact, a NICE inContact study of contact center leaders found that amid the COVID-19 pandemic, 62 percent of respondents experienced an increase in digital interactions and 46 percent saw an upturn in self-service channels – demonstrating that digital customer experience is critical for customer success.
"We’re witnessing the digital acceleration of the contact center in real-time," said Paul Jarman, CEO, NICE inContact. "The vast range of digital channels customers have come to expect – chat, SMS text, Twitter, WhatsApp – are now cornerstones of positive customer experiences. NICE inContact CXone doesn’t simply support these functions; they’re now elevated to a new level with our breakthrough innovations to help contact centers gain the agility to navigate disruptions and ensure business continuity while developing relationships that last with their customers."
"Seamless, exceptional experiences are vital in attracting new customers, fostering existing relationships and building a community of brand advocates, Jarman said. "The Fall 2020 CXone release takes a holistic approach to improving both agent and customer experiences and to helping organizations of all sizes modernize and remain agile in today’s increasingly digital world."
About NICE inContact:
NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction. 
Published: Monday, October 19, 2020
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