NICE inContact CXone Powers Record Number of Interactions on Cyber Monday
04 Décembre 2019 - 5:09PM
Business Wire
78% growth of digital interactions
reinforces that seamless digital-first omnichannel customer
experiences are a must in today’s fast-paced online environment
NICE inContact (Nasdaq: NICE) today announced that CXone,
the world’s #1 cloud customer experience platform, saw digital
interactions soar on Cyber Monday 2019, outpacing the volume of
2018 interactions by 78%. CXone ensured that millions of customers
were able to experience seamless digital-first omnichannel
interactions with businesses on the highest volume online shopping
day of the year.
Record-breaking digital customer service interactions powered by
CXone on Cyber Monday on December 2, 2019, compared to last year,
include:
- 182% surge in online chat interactions
- 74% growth in SMS text interactions
- 44% increase in email traffic
Cyber Monday sales have become increasingly popular, reaching a
record $9.4 billion spent online in 2019, an increase of 19.7% from
2018. In order to capture consumer attention and drive significant
revenue on this all-important shopping day, organizations need to
deliver exceptional experiences in which customers can move
effortlessly between digital channels to get their issues resolved
and make purchases quickly and easily. In fact, the latest NICE
inContact CX Transformation Benchmark found that 22% of all
customer service interactions are related to a purchase, and 93% of
customers expect seamless omnichannel experiences. NICE inContact
CXone enables businesses to meet and exceed this expectation by
helping businesses meet customers where they are, effortlessly.
CXone powered a 78% growth in digital interactions. Transactions
in voice also increased significantly over the prior year with 30%
growth.
“On a normal day, a negative customer experience can be the
difference between creating a brand advocate or detractor,” said
Paul Jarman, NICE inContact CEO. “On days like Cyber Monday,
the stakes are significantly higher because businesses are dealing
with a spike in interactions and customer demand. The NICE
inContact CXone unified and digital-first open cloud platform
continues to be the most complete and intelligent solution to help
companies meet customer expectations and thrive throughout the
year.”
NICE inContact CXone delivers the world’s most comprehensive
digital-first omnichannel offering in the Contact Center as a
Service (CCaaS) market. With digital-first omnichannel, CXone now
makes it possible for organizations of all sizes across the globe
to reach more customers each and every day throughout the year,
using voice and a vast range of digital channels such as SMS text,
Facebook Messenger, Twitter, or WhatsApp – all unified on the CXone
cloud customer experience platform.
About NICE inContact NICE inContact is the cloud contact
center software leader with the world’s #1 cloud customer
experience platform. NICE inContact CXone™ combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation
and Artificial Intelligence on an Open Cloud Foundation. NICE
inContact’s solution empowers organizations to provide exceptional
customer experiences by acting smarter and responding faster to
consumer expectations. NICE inContact’s DEVone developer program is
an extensive partner ecosystem, providing applications from partner
companies on the CXexchange marketplace that are designed to
integrate with CXone. NICE inContact is recognized as a market
leader by the leading industry analyst firms.
www.niceincontact.com
NICE (Nasdaq: NICE) is the world’s leading provider of
both cloud and on-premises enterprise software solutions that
empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps
organizations of all sizes deliver better customer service, ensure
compliance, combat fraud and safeguard citizens. Over 25,000
organizations in more than 150 countries, including over 85 of the
Fortune 100 companies, are using NICE solutions. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Paul Jarman are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20191204005677/en/
Corporate Media Contact Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Yisca Erez +972 9 775 3798, CET, ir@nice.com
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