NICE inContact

NICE inContact, a NICE business, announced that Gartner has recognized the company as a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. The company was positioned the highest overall for its ability to execute. This Gartner 2020 Magic Quadrant evaluates CCaaS providers that can serve customers around the globe. This is the first year the Magic Quadrant has evaluated vendors in one global report, assessing providers based on global execution and vision. This Magic Quadrant provides…

NICE inContact, a NICE business, 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…

Fuze, the leading cloud-based communications provider for the modern global enterprise, announced the expansion of its partnership with NICE inContact, further enhancing the user experience for global contact centers through CXone, NICE inContact’s world-class contact center platform. NICE inContact is a leading cloud contact center software provider, empowering organizations to create extraordinary and trustworthy customer experiences. The new offering features an updated presence integration for contact center agents…

CXone Performance Analytics integrates with Salesforce Einstein to improve agent performance and customer experience NICE inContact, a NICE business, introduced CXone Performance Analytics integrated with Salesforce Einstein, an AI-powered analytics application that uncovers new contact center performance insights by analyzing blended contact center and CRM data and pinpoints specific recommendations to improve key performance indicators (KPIs). The new optional add on to NICE inContact CXone is available now on …

Texting Platform for Contact Centers Plans to Expand Sales Efforts, Marketing and Deepen Product Functionality Textel, the cloud-based texting platform for contact centers, announced it recently completed a $4M Series A funding round. Cultivation Capital led the round with additional investment from Stout Street Capital and Capital Midwest Fund III. This latest funding round brings Textel’s total funds raised to $5M and accelerates their plans to drive additional partner sales and marketing. Textel will also use the funds…

Servion, a leading CX and digital engineering services provider, joins NICE inContact DEVone Partner Program to provide connectors and integrations to the CXone Platform. Servion brings over 25 years of experience in contact center technology and digital engineering. Servion’s digital engineering practice helps customers build applications and products to create better experiences for their end-customers. Marketing Technology News: Teads Launches Teads Conversions As a DEVone Partner, Servion provides solutions to NICE…

CXone ranks top in both current offering and strategy, earns highest possible scores in 29 of the 33 criteria NICE inContact, a NICE business, announced that NICE inContact CXone, the world’s #1 cloud customer experience platform, has been recognized as a leader for Cloud Contact Centers by Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020 report identifies CXone among the most significant cloud contact center platforms in the market, with CXone receiving the highest possible…

NICE inContact CXone@home free for 60 days to new customers NICE inContact, a NICE business, and the leader in cloud contact center, announced it is partnering with Zendesk, Inc. service-first customer relationship management (CRM) company, to support contact centers responding to changing customer demands. Companies can now use NICE inContact CXone@home with the Zendesk Support Suite and the complimentary Zendesk Remote Support Bundle to help remote contact center and help desk teams keep up with increased interactions…

CallVU is providing contact centers with the ability to cobrowse, content share and video chat at no charge to help mitigate the impact of widespread brick and mortar closures CallVU, the leading digital call experience platform, announced a program to enable contact centers using NICE inContact CXone™ cloud contact center platform to offer a more hands-on, interactive call experience at no charge for the first month. The goal is to help offset the impact of brick and mortar closures by bridging the gap between face-to-face…

NICE inContact, a NICE business and the leader in cloud contact center solutions, today announced that its CXone@home offering has been expanded to include the complete suite of workforce engagement and optimization (WFO) capabilities to ensure agents are productive while working from home. CXone@home is Expanded to Include Workforce Engagement Suite to Ensure Agent Productivity While Working at Home. Many organizations that have shifted to work from home now face challenges of engaging and ensuring performance of…

Leaders in cloud contact center and video-first unified communications join forces to deliver faster, more personalized customer experiences while supporting remote workers NICE inContact, a NICE business, and the leader in cloud contact center, announced that it has entered into a partnership with Zoom Video Communications, Inc., a leader in video-first unified communications. As both companies offer services which enable remote workers, the partnership helps address rapidly changing customer needs and business…

Combined solution provides organizations with cloud contact center, cloud PBX, video meetings and team messaging to ensure everyone can work productively from home NICE inContact, a NICE business and the leader in cloud contact center, in partnership with RingCentral, Inc., a leading provider of global enterprise cloud communications, today announced a special offer to enable organizations to rapidly transition their entire workforce, including contact center agents, to work from home. The offer includes NICE inContact…

For the Second Consecutive Year, CXone Achieves the Highest Overall Vendor and Product Satisfaction Ratings NICE inContact announced that CXone, the world’s #1 cloud customer experience platform, received perfect 5.0 scores from customers for all 12 vendor satisfaction categories, according to a new report by contact center, back-office and real-time analytics research and consulting firm DMG Consulting LLC. Customers Give NICE inContact CXone Perfect Scores in all 12 Vendor Satisfaction Categories in DMG Report. DMG…

Leading CCaaS and CRM providers join forces to power faster and more personalized customer experiences NICE inContact announced a joint partner agreement with Zendesk, a leading provider of customer service software. These two market leaders are joining forces to bring NICE inContact CXone – the world’s #1 cloud contact center platform – and Zendesk’s customer service and engagement products to thousands of customers across the globe. Through this joint partner agreement, both companies can now offer the combined…

Fortune 100 manufacturing business deployed NICE inContact CXone to over 3,000 agents in 48 countries to support diverse, global contact center environments NICE inContact, a NICE business, announced that a multi-industry manufacturing company focused on innovative technology solutions for global industries, has significantly improved its contact center operations, including seeing a significant uptick in Net Promoter Score in one division, by implementing NICE inContact CXone globally to over 3,000 agents in 48…

Customers Give CXone Cloud Customer Experience Platform the Highest Average Product Satisfaction Rating, and Award Perfect Scores in Overall Vendor Satisfaction and Ease of Doing Business NICE inContact, a NICE business, announced that NICE inContact CXone – the world’s #1 cloud customer experience platform – received the highest average product satisfaction rating from its customers as well as the highest rating for overall vendor satisfaction, according to a new report by contact center, back-office and real-time…

Bright Pattern, Leading Provider of Omnichannel Contact Center Software, Is Recognized by the Gartner Digital Markets Network and GetApp as the Top Provider of Cloud Contact Center Software Bright Pattern announces its placement as the #1 cloud contact center vendor by Gartner GetApp for the sixth consecutive quarter. Bright Pattern, which has seen tremendous momentum in both global expansion and product innovation, was recognized in the Call Center Category Leaders Q4 2018 for Bright Pattern Contact Center, an all-in-one…

CX Transformation Benchmark Finds Consumers Expect Seamless Omnichannel Experiences and Are Willing to Buy More from Companies That Deliver It NICE inContact, a NICE business, announced findings from the breakthrough global research study that measures real-world consumer experiences including most recent service interaction, satisfaction, loyalty and advocacy – including Net Promoter Score (NPS) – across communication channels. The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes…