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.