NICE inContact CXone Delivers a Digital-First Omnichannel Offering

NICE inContact has announced the Fall 2019 release of NICE inContact CXone which delivers a comprehensive digital-first omnichannel offering in the Contact Centre 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 great 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,” said Paul Jarman, NICE inContact CEO.

Many have spoken of omnichannel, and NICE inContact CXone makes digital-first omnichannel a reality in order to help organizations achieve superior business outcomes.

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.”