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How businesses can better adapt to meet the changing demands of customer experience
Customer Relationship Management

How businesses can better adapt to meet the changing demands of customer experience

The pandemic has had a significant impact on customer experience in businesses, highlighting the need for digital transformation and personalised solutions.

By Cameron Adams and Pushkar Taneja • 3 min read • Wed, 1st Dec 2021
NICE integrates cloud-based, AI-powered CXone into Google Cloud
Unified Communications

NICE integrates cloud-based, AI-powered CXone into Google Cloud

Integration of NICE's AI-powered CXone with Google Cloud's CCAI applications to make human agents, voice bots, and chatbots more effective.

By Shannon Williams • 3 min read • Wed, 24th Nov 2021
How artificial intelligence impacts business transformation
Unified Communications

How artificial intelligence impacts business transformation

AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.

By Rod Lester • 3 min read • Tue, 26th Oct 2021
Transforming contact centres with a digital-first customer experience strategy
Customer Relationship Management

Transforming contact centres with a digital-first customer experience strategy

Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.

By Rod Lester • 3 min read • Fri, 24th Sep 2021
CX firm NICE acquires GoMoxie to bolster omnichannel capabilities
Customer Relationship Management

CX firm NICE acquires GoMoxie to bolster omnichannel capabilities

NICE acquires GoMoxie to expand digital customer experience capabilities, adding smart conversational self-service tools.

By Staff Writer • 2 min read • Wed, 18th Aug 2021
Gartner names NICE as leader in CCaaS for 7th consecutive year
Customer Relationship Management

Gartner names NICE as leader in CCaaS for 7th consecutive year

For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report.

By Ryan Morris-Reade • 2 min read • Thu, 12th Aug 2021
Best practices for implementing a chatbot or virtual agent
Customer Relationship Management

Best practices for implementing a chatbot or virtual agent

Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for ANZ Rod Lester.

By Rod Lester • 3 min read • Tue, 6th Jul 2021
NICE announces AI ethics framework as industry booms
Robotics

NICE announces AI ethics framework as industry booms

NICE has released its Robo-Ethical Framework, a set of guidelines to promote responsible and transparent AI-powered robots.

By Catherine Knowles • 3 min read • Mon, 5th Jul 2021
NICE infuses voice of customer capabilities with artificial intelligence
Customer Relationship Management

NICE infuses voice of customer capabilities with artificial intelligence

NICE brings AI to the contact centre with Enlighten AI, enabling real-time, hyper-personalised surveys to improve customer satisfaction and reduce churn.

By Staff Writer • 2 min read • Mon, 28th Jun 2021
NICE releases an AI-powered self-service platform
Customer Relationship Management

NICE releases an AI-powered self-service platform

NICE launches AI-powered self-service platform CXone Expert to improve customer experience and reduce frustration.

By Ryan Morris-Reade • 2 min read • Fri, 23rd Apr 2021
NICE inContact infuses AI into contact centre offering
Customer Relationship Management

NICE inContact infuses AI into contact centre offering

According to NICE inContact, the AI models are able to help guide agents at the point-of-service, boosting customer satisfaction in real time.

By Staff Writer • 2 min read • Thu, 18th Mar 2021
Seven emerging and future trends for contact centres
Customer Relationship Management

Seven emerging and future trends for contact centres

The future of contact centres will be shaped by seven key trends including hybrid working environments and increased adoption of digital solutions.

By Darren Rushworth • 4 min read • Thu, 18th Feb 2021
NICE rolls out agile workforce management for distributed workforces
Unified Communications

NICE rolls out agile workforce management for distributed workforces

NICE launches new agile workforce engagement management (WEM) solution to support businesses during uncertainty.

By Staff Writer • 2 min read • Thu, 18th Feb 2021
Gartner names NICE inContact a cloud contact centre Leader
Customer Relationship Management

Gartner names NICE inContact a cloud contact centre Leader

The company was positioned highest for Ability to Execute in the Leaders quadrant of the Gartner 2020 Magic Quadrant for Contact Centre-as-a-Service.

By Staff Writer • 3 min read • Mon, 16th Nov 2020
BayCom partners with NICE inContact to offer cloud contact centre platform in NZ
Unified Communications

BayCom partners with NICE inContact to offer cloud contact centre platform in NZ

BayCom Communications partners with NICE inContact to offer CXone cloud contact centre solution in New Zealand.

By Staff Writer • 2 min read • Mon, 12th Oct 2020
Managing customer experience with a work-from-anywhere workforce
Customer Relationship Management

Managing customer experience with a work-from-anywhere workforce

How can contact centres maintain customer experience with a work-from-anywhere workforce? Here are four best practices to follow.

By Darren Rushworth • 3 min read • Fri, 9th Oct 2020
Forrester Research highlights top cloud contact centre solution
Customer Relationship Management

Forrester Research highlights top cloud contact centre solution

NICE inContact's CXone has been ranked top for cloud contact centre solutions by Forrester Research, excelling in current offering and strategy categories.

By Catherine Knowles • 3 min read • Mon, 31st Aug 2020
Securing work-from-anywhere contact centres
Customer Relationship Management

Securing work-from-anywhere contact centres

Contact centres must address data security, control and compliance, and application security as they embrace a future of work from anywhere.

By Darren Rushworth • 3 min read • Thu, 20th Aug 2020
NICE inContact integrates Teams, Dynamics into contact centre suite
Customer Relationship Management

NICE inContact integrates Teams, Dynamics into contact centre suite

Microsoft Teams is now integrated with NICE inContact CXone, which will allow contact centre agents to collaborate with others in order to close a case faster.

By Staff Writer • 2 min read • Thu, 28th May 2020