NICE CXone Achieves Record Customer Satisfaction Scores

NICE also reported accelerated demand for its cloud contact centre platform CXone

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Published: May 14, 2021

William Smith

Customer service enterprise software specialist NICE said it has experienced its largest increased in customer satisfaction to date, with a 19-point improvement in its Net Promoter Score. 

The company offers virtual contact centre solutions on a unified cloud platform. To aid with the move to home working during the ongoing COVID-19 pandemic, NICE began offering CXone@home, a free version of its platform for organisations without an existing cloud platform, helping those with on-premises infrastructure transition to the new normal. 

“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.” 

NICE CXone also rolled out a number of integrations with popular cloud employee collaboration tools including Microsoft Teams, Zoom and RingCentral, with the CXone platform supporting 620,000 agents with the capcity to work from anywhere. 

That’s seen its software adopted by several brands, including a software company which improved its net promoter score by 85% after moving to CXone, as well as a non-profit organisation that reduced contact centre technology costs by 75%. 

Intelligent CX

NICE said the increased demand for its CXone cloud customer experience platform was supported by its inclusion of NICE Enlighten AI. The technology, which the company describes as a “brain”, features specific CX capabilities such as smart routing to connect customer with the most suitable resources.  

“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,” said Paul Jarman. “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.”

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