NICE CXone Delivers Transformative Customer Service, Driving Record Customer Satisfaction Scores
12 Mai 2021 - 12:30PM
Business Wire
CXone sees largest increase in customer
satisfaction with record customer growth, expanded international
adoption
NICE CXone (Nasdaq: NICE) today announced its largest
increase in customer satisfaction as its digital-first cloud
contact center platform, CXone, experiences accelerated demand with
hundreds of new capabilities added, a record number of new
customers, and tripled adoption internationally, driving more than
19 points Net Promoter Score (NPS) improvement.
“We are in the business of helping organizations foster customer
loyalty and brand advocacy,” said Paul Jarman, NICE CXone
CEO. “That makes it even more rewarding when we see an increase
in our own customer approval. I attribute our continued success and
increased momentum to the unique support we provided at the start
of the COVID-19 pandemic, the acceleration of digital-first
consumer preferences and the evolving nature of customer journeys
that CXone so precisely supports.”
CXone revolutionized the concept of virtual contact centers with
its unified, cloud native platform, which became even more critical
for organizations last year. As the pandemic unfolded, CXone
established itself as the spine of the home-based model for contact
centers in part by launching CXone@home, a free version made
available to organizations that did not have a cloud platform to
enable remote work, helping those still using on-premises
infrastructure transition their workforce to work-from-home in 48
hours or less.
The company’s mission to improve the customer and agent
experience did not stop at cloud migration during the pandemic.
CXone rolled out several integrations with Microsoft Teams, Zoom
Video Communications and RingCentral in the past year to simplify
remote employee collaboration. Today, NICE CXone enables more than
620,000 agents to be ready to work from anywhere, empowering
companies big and small to keep vital business functions not only
running smoothly during times of crisis but also thriving long
term.
NICE CXone has assisted a number of brands in improving customer
experiences. A global electronics manufacturer that embraced CXone
reduced costs by 20 percent, boosted its NPS by 20 percent and
increased CSAT by nine percent. A software company improved its NPS
by 85 percent after moving to CXone, and a non-profit organization
reduced its contact center technology costs by 75 percent after
implementing CXone. Another customer that leveraged CXone to
proactively shift to working from home achieved stunning results,
including a better average speed of answer by 66 percent, increased
forecast accuracy by 88 percent and boosted agent retention by 55
percent.
“By giving our customers the tools they needed to weather storms
with agility and built-in adaptability during the pandemic, many
discovered CXone provides the foundation to achieve their own
improvements in CSAT,” Jarman said. “By leveraging
technological innovations available through CXone like chatbots and
artificial intelligence (AI), these customers are becoming more
digitally fluent, delivering more engaging customer experiences and
winning stronger brand loyalty.”
CXone is leading a new era of cloud-based, digitally fluent
customer experiences. At its core and embedded across the entire
platform, is NICE Enlighten AI, a sophisticated AI “brain,”
designed uniquely for the world of CX. Based on an open, cloud
native platform, CXone provides reliability, flexibility and
scalability for organizations of any size. Advanced smart routing
with a true hyper-personalized approach connects customers with the
most suitable resource available, and native digital fluency
provides flawless connections, from self-help to human-assisted
channels and back as part of a seamless journey. An advanced agile
workforce engagement suite rounds out the CXone offering, with the
deepest next-gen functionality.
About NICE 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.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210512005404/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET,
ir@nice.com
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juin 2024 à Juil 2024
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juil 2023 à Juil 2024