NICE Survey Finds At Least 50 Percent or More of Interactions Being Handled Through Digital Channels
December 08 2020 - 6:30AM
Business Wire
Presenting new insights from CX leaders on 2021
priorities, the survey shows that 79 percent believe agents are
performing as well as or better from home
NICE (Nasdaq: NICE) today announced the results of a new
survey amongst CX leaders. Findings confirm consumers favor the use
of digital channels when interacting with service providers.
Entitled ‘Customer Service Leadership in a New Reality,’ the new
survey showcases the path CX leaders plan to take to drive agility
into their contact centers to deliver on customer expectations. The
survey also affirms the role of a cloud-native platform foundation
as a critical enabler for maintaining on-going seamless business
continuity mandated by today’s reality of remote work. Click here
to access an infographic summarizing the findings of the
survey.
Digital channels are central to today’s
customer service environment NICE’s new survey conducted among
over 200 CX leaders at leading contact centers highlights seven key
data points. Key among them is the rapid acceleration in the
overwhelming popularity of digital channels among consumers. 51
percent of leaders indicated that half or more of their
interactions are currently being handled through digital channels
(e.g. Chat, Email, Social Network).
Work from home is widely acknowledged as part of the new
reality 79 percent of the CX leaders surveyed indicated that
agents working from home are performing as well as or better than
in the office. While the practice of working from home was not
prevalent pre-pandemic owing to concerns of employee focus, survey
findings show a higher comfort level by CX leaders for this
practice. 76 percent of leaders polled said agents prefer to work
from home, and 43 percent of CX leaders said they plan to keep 50
percent or more of their agents working at home in the future.
A cloud foundation is recognized as a critical enabler of
work from home and business agility The survey also looked at
the infrastructure aspects of work from home, highlighting the key
components that make it possible for service organizations. 74
percent of CX leaders claimed they are already or plan to be
cloud-based across their entire contact centers. 85 percent also
said that they plan to invest in upgrading their contact center
with technologies that enhance agility, such as AI and Performance
Management, as well as capabilities driving personalized
connections and unified channels. 71 percent of CX leaders also
indicated they plan to implement Desktop Guidance and Automation
which they consider an agility booster.
Eran Liron, Executive Vice President, Marketing &
Corporate Development, NICE, said, “Customer service
organizations have been on a fast track to respond to current
needs, including ensuring service continuity with a dispersed
workforce, supporting accelerated customer requests via direct
channels and more. This new survey shows that CX leaders have made
their 2021 priorities clear, with cloud and digital at the
forefront. The findings reinforce NICE’s viewpoint of AI-based
Digital Cloud solutions as THE path for customer service success,
and our strategy of making them easily accessible to organizations
of all sizes.”
About NICE 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.
Forward-Looking Statements 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. Liron, 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”). 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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version on businesswire.com: https://www.businesswire.com/news/home/20201208005518/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com Investors Marty
Cohen, +1 551 256 5354, ET, ir@nice.com Yisca Erez, +972 9 775
3798, CET, ir@nice.com
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