NICE named Technology Leader in 2022 SPARK Matrix for VoC
NICE has been named a Technology Leader in the 2022 SPARK Matrix for Voice of the Customer (VoC) Platform report, positioned furthest to the right for technology excellence.
Penrith City Council utilises NICE CXone platform for CX ops
The Council said it required a cloud-based, omnichannel solution that was customisable and could integrate with its existing systems and deliver better reporting capabilities.
NICE enables enterprises to achieve greater consumer understanding
NICE has announced its industry breakthrough as the first to orchestrate synchronous and asynchronous interactions at scale.
NICE receives top Gartner scores for Digital Customer Service Centre
“We are excited to score highest in the inaugural Digital Customer Service Centre Use Case in the 2022 Gartner Critical Capabilities for CCaaS report."
Omdia ranks NICE as a market leader in new research report
Omdia has designated NICE as a market leader in its Customer Engagement Platforms, 2022-23 research report, based on its functionality and capability scores.
Scope Australia selects NICE CXone platform to streamline operations
One of Australia’s largest providers of disability support services, has chosen the NICE CXone platform to help streamline its contact centre operations.
NICE unveils new CXone capabilities with latest release
NICE has announced the Summer 2022 release of CXone, which adds new capabilities that enhance journey orchestration and complete performance.
How to overcome the digital experience dilemma - NICE
While self-service solutions can provide major benefits, live voice and chat interactions are still an important part of customer service that continue to need support and investment.
Leveraging technology in contact centres to reduce attrition rates
Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
NICE CXone platform integration implemented with Regional Bank Australia
NICE has announced the successful implementation of the NICE CXone platform with Regional Bank Australia.
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Failing to provide competitive, high-quality customer service at every touchpoint can lead to low levels of customer satisfaction, which can have detrimental impacts on a business.
NICE expands its strategic partnership with Google
NICE has announced the expansion of its partnership with Google and the optimisation of CXone, its cloud native customer experience platform, for Chrome OS.
Analysis: AI the way of the future for modern contact centres
According to a new analysis from NICE, AI technology is going to be the future of the modern contact centre.
How businesses can better adapt to meet the changing demands of customer experience
While it will take time for the long-term effects of the pandemic on businesses to be fully realised, some of the most significant impacts that have emerged are in the customer experience (CX) arena.
NICE integrates cloud-based, AI-powered CXone into Google Cloud
Integration of NICE’s AI-powered CXone with Google Cloud’s CCAI applications to make human agents, voice bots, and chatbots more effective.
How artificial intelligence impacts business transformation
AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.
Transforming contact centres with a digital-first customer experience strategy
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
CX firm NICE acquires GoMoxie to bolster omnichannel capabilities
NICE says the aim is to lead customers through a ‘seamless and effortless’ omnichannel service journey.
Gartner names NICE as leader in CCaaS for 7th consecutive year
For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report.
Best practices for implementing a chatbot or virtual agent
Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for ANZ Rod Lester.
NICE announces AI ethics framework as industry booms
"NICE is proud to take the lead in ensuring the use of robots for the betterment of humankind, articulating the ethical principles that act as guidelines for the development of our own AI-driven innovations and across the RPA field."
NICE infuses voice of customer capabilities with artificial intelligence
NICE has brought its artificial intelligence (AI) technologies to the heart of the contact centre.
NICE releases an AI-powered self-service platform
Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.
NICE inContact infuses AI into contact centre offering
According to NICE inContact, the AI models are able to help guide agents at the point-of-service, boosting customer satisfaction in real time.