Author: Chris Bauserman, VP, Product and Segment Marketing, NICE inContact
NICE inContact, a NICE business (Nasdaq: NICE), announced the findings of a global research study detailing the growing role of digital-first omnichannel experiences in fostering customer loyalty and advocacy. The 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, Business Wave surveyed over 1,000 global contact center decision-makers and found a trend among businesses moving towards self-service vs. agent-assisted channels — now 43 percent of businesses prefer to offer self-service channels, a 15 percentage point increase from 2019 with a corresponding decrease in those preferring agent-assisted channels for service.
"We’re seeing tremendous growth in CXone adoption with a record number of interactions in 2020," said Paul Jarman, NICE inContact CEO. "The trajectory of digital channel support has continued upwards for several years and has become more urgent than ever. As a complete, unified cloud customer experience platform, CXone blends all types of interactions including self-service and agent-assisted channels. This ensures the best combination of automation, efficiency, and service excellence as agents continue to handle more complex interactions."
According to the 2020 Benchmark survey, 62 percent of contact centers reported an increase in digital interaction volumes during the global pandemic. In addition, 66 percent of survey respondents not using the cloud today indicated that they are planning to accelerate their move as a result of the pandemic. In the 2020 survey findings, there is significant growth in contact centers offering online chat (73 percent) and mobile apps (56 percent)—up 6 and 8 percentage points, respectively, since 2019. Text was up 11 percentage points to 49 percent, while chatbots remained flat year over year at 46 percent of contact centers using them.
Key findings from the survey include:
"Digital is a fundamental part of customers’ lives," said Paul Jarman, NICE inContact CEO. "If you’re not available in those channels and offering effective and efficient service in them, customers will take notice. That said, creating differentiation and value requires more than checking the box, but rather using digital as a launchpad to build exceptionally memorable experiences. This year’s CX Transformation Benchmark shows that contact centers aren’t willing to be left behind, and they see new opportunities in improving acquisition, retention and growth."
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: Wednesday, November 11, 2020
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