NICE inContact, a NICE business (Nasdaq: NICE), today 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 increase from 2019 with a corresponding decrease in those preferring agent-assisted channels for service.
"We're seeing tremendous growth in CXone adoption with a record number of interactions in 2020," said Paul Jarman, NICE inContact CEO. "The trajectory of digital channel support has continued upwards for several years and has become more urgent than ever. As a complete, unified cloud customer experience platform, CXone blends all types of interactions including self-service and agent-assisted channels. This ensures the best combination of automation, efficiency, and service excellence as agents continue to handle more complex interactions."
According to the 2020 Benchmark survey, 62 percent of contact centers reported an increase in digital interaction volumes during the global pandemic. In addition, 66 percent of survey respondents not using the cloud today indicated that they are planning to accelerate their move as a result of the pandemic. In the 2020 survey findings, there is significant growth in contact centers offering online chat (73 percent) and mobile apps (56 percent)-up 6 and 8 percentage points, respectively, since 2019. Text was up 11 percentage points to 49 percent, while chatbots remained flat year over year at 46 percent of contact centers using them.
Key findings from the survey include:
About the 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, Business Wave
NICE inContact surveyed more than 1000 contact center decision-makers across the globe on their priorities and plans for the 2020-2021 contact center. For more information and to download the full research report, please click here.
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.
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 (News - Alert)"). 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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