NICE inContact Helps Companies Apply Smarter AI to Improve Self-Service Experiences, Lower Operating Costs
11 Mars 2021 - 12:30PM
Business Wire
8 in 10 consumers strongly prefer to do
business with companies that offer integrated self-service options
according to NICE inContact annual benchmark
NICE inContact (Nasdaq: NICE) today announced a
new education series and resources to help companies apply
self-service best practices using smarter artificial intelligence
(AI) technology to meet consumer demand for faster, convenient
experiences. New research, best-practice guides and a series of
virtual events bring together the latest research and expertise
from NICE inContact and industry leaders to uncover ways to improve
customer satisfaction and lower the cost to serve with the right
blend of smarter self-service and agent-assist options across the
customer journey.
According to the 2020 NICE inContact Customer Experience (CX)
Transformation Benchmark, Consumer Wave, 8 in 10 consumers are more
willing to do business with companies that offer self-service
options, yet only 61 percent agree that companies are offering
easy, convenient self-service. When rating self-service channels,
only one-third of consumers are highly satisfied. This annual study
surveyed more than 2,500 consumers across the United States,
Canada, the United Kingdom and Australia, and identified
opportunities for companies to improve the self-service experience.
Deployment of AI and chatbots continues to experience significant
growth, with 67 percent of consumers using AI for customer service
– up from 46 percent in 2019.
“The sheer amount of transformation experienced by contact
centers in the last year is unprecedented,” said Paul Jarman,
NICE inContact CEO. “From the varied deployment of chatbots and
AI to the shift towards self-service channels – successful customer
experience is truly a journey, not a destination. The modern
digital experience is fueled by technological advancements in areas
like AI. Contact centers must innovate faster than ever to keep
pace with customer expectations and harness rapid advances in AI,
such as our NICE Enlighten AI – the industry’s first and only
purpose-built AI that’s pre-trained to understand the intricacies
of customer engagement. More and more organizations are moving from
legacy on-premises technology and adopting contact center as a
service (CCaaS), which provides future-proof access to the latest
conversational self-service and behavioral-based real-time agent
coaching innovations.”
NICE inContact presents the 2021 “Putting AI to Work in the
Contact Center” virtual event series, live and on-demand:
- March 11, 2021 and on-demand: Demystifying AI to Boost Customer
Experience, presented by Robin Gareiss, CEO and Principal Research
Analyst, Metrigy; Chris Bauserman, VP of Product Marketing, NICE
inContact
- April 6, 2021: Sometimes your customers want to help themselves
– let them!, with popular speaker and author Shep Hyken, CSP, CPAE,
Chief Amazement Officer at Shepard Presentations
Additional educational resources to guide planning and
investment in customer service AI:
- Effortless Service, Happier Customers eBook with ways to
accelerate full resolution via smarter self-service.
- AI Readiness Assessment based on research commissioned by NICE
inContact conducted by Forrester Consulting.
- AI-Infused Contact Centers Optimize Customer Experience, a
Forrester Consulting Thought Leadership Paper commissioned by NICE
inContact.
- Conversational AI: Use Cases in Customer Care video that
highlights the benefits of this technology and the trends driving
it.
- Top Tips for Building the Best Chatbot eBook, includes eight
insightful tips to get started in the chatbot revolution.
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/20210311005432/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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