Workforce Management Featured Article
NICE inContact CXone Recognized for Innovation
Innovation is the forefront of success across industries today. Businesses that innovate are winning the race. NICE inContact and its CXone offering, a cloud customer experience platform used by companies across the globe, makes it possible for to have all contact center and communications needs in one place.
To honor all of the benefits it provides, Business Intelligence Group presented the company with a 2020 BIG Innovation Award for the offering. The award is focused specifically on the innovation its offering brings to customers.
"Innovation has become a major theme for organizations across virtually all industries and this year’s winners are a testament to the creativity, passion and perseverance of individuals worldwide," said Maria Jimenez, chief operating officer of the Business Intelligence Group. "We are thrilled to be honoring NICE inContact as they are leading by example and making real progress on improving the customer experience provided by so many organizations."
In order to keep up with tomorrow’s customers, businesses need a way to communicate with them efficiently using the devices and channels of their choice. Moving freely between text to chat or private social messages is becoming critical.
CXone brings together Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence in the cloud, and delivers capabilities that empower agents to meet all of these demands and transform customer experiences.
"There’s a direct link between positive business outcomes and the experience you provide your customers," said Paul Jarman, NICE inContact CEO. "As modern customers rely on digital communications, businesses need to mirror that fluid communications and support experience.”
NICE inContact was also the recent recipient of the 2019 Customer Experience Innovation Award for its CXone offering.
Presented by TMC’s (News - Alert) CUSTOMER magazine, the award honored the company’s offering for setting the standard in delivering world-class customer experiences across all channels. This is the second consecutive year it was awarded.
Commenting on this win, Jarman said, "From delivering convenient and deeply personalized interactions for customers to effortless interfaces for agents, contact centers need to approach experience holistically and strategically. CXone, the most complete, unified and intelligent cloud contact center platform, helps businesses meet and exceed consumer expectations through the digital-first omnichannel experience they expect. This recognition from TMC is another demonstration of how contact centers can achieve positive business outcomes with CXone."
Edited by Maurice Nagle
