Businesses Are Increasing Investment in Digital Channels and Artificial Intelligence for Enhanced Customer Experiences
04 Novembre 2020 - 12:30PM
Business Wire
Annual NICE inContact CX Transformation
Benchmark finds more businesses offering chat and text, stronger
preference for offering self-service channels including
chatbots
NICE inContact, a NICE
business (Nasdaq:
NICE), today 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:
- Investment in key areas of CX are up in four key areas:
When asked how they plan to improve their CX in the coming year,
contact center leaders identified the website (58 percent), access
to new channels (43 percent), new contact center technology (42
percent) and improving seamless communication (35 percent) as their
primary focus areas.
- Preference for self-service versus agent-assisted channels
is shifting among contact centers: While contact centers may
prefer the efficiency of self-service, there was no change in the
overall percent of interactions that were handled with contact
centers, estimating that 39 percent of all interactions are through
self-service channels. In 2020, preference for self-service
channels, such as website, IVR, chatbots, increased by 15
percentage points from 28 percent in 2019 to 43 percent in 2020.
There was a corresponding decreased preference for agent-assisted
channels, such as phone, email, and online chat, down from 72
percent to 57 percent.
- Contact centers see more room for opportunity to improve the
seamless omnichannel experience: Compared to 2019, there was a
slight increase of 3 percentage points (27 percent vs. 24 percent)
in the number of contact centers which gave themselves an excellent
rating in providing a seamless omnichannel experience. Furthermore,
35 percent plan to add new services to allow channels to work
together seamlessly (up from 25 percent in 2019).
- Continued growth of social media in customer service: In
both public channels and private messaging apps, social media usage
has increased significantly between 2019 and 2020. Today, 72
percent of businesses report using social media for customer
service – up from 59 percent in 2019. When asked which private
messaging apps they most closely rely on, the top five were:
Facebook Messenger, WhatsApp, Instagram, Twitter Messenger and
WeChat.
- AI is up, as is skepticism in the state of chatbots:
When asked about the role of AI in their channel mix, 66 percent of
contact centers say they use at least one AI channel, up from 50
percent from 2019. More businesses agree that chatbots make it
easier for customers to get issues resolved, 71 percent in 2020 vs.
63 percent previously. However, 90 percent believe that chatbots
need to get smarter before customers will be willing to use them
regularly (compared to 89 percent in 2019). As chatbots get
smarter, first contact resolution (currently 23 percent of chatbot
interactions) should also improve. In this year’s study, 40 percent
of businesses say they will be investing in customer-facing AI for
self-service, such as chatbots, voice bots, etc.
“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 the 2020 NICE inContact Customer Experience (CX)
Transformation Benchmark, Business Wave NICE inContact surveyed
more than 1000 contact center decision-makers across the globe on
their priorities and plans for the 2020-2021 contact center. For
more information and to download the full research report, please
click here.
About NICE inContact NICE inContact works with
organizations of all sizes to create extraordinary and trustworthy
customer experiences that create deeper brand loyalty and
relationships that last. With NICE inContact CXoneTM, the
industry’s most complete cloud customer experience platform, we
combine best-in-class 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. See how our customer-centric expert
services, innovative software, extensive ecosystem of valuable
partnerships, and over a decade of global experience can help you
transform every experience and customer relationship for lasting
results. 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 Mr. 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,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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/20201104005214/en/
Corporate Media 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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