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NICE stories

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Market
Omdia ranks NICE as a market leader in new research report
August 2022
Omdia has designated NICE as a market leader in its Customer Engagement Platforms, 2022-23 research report, based on its functionality and capability scores.
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CX
Scope Australia selects NICE CXone platform to streamline operations
August 2022
One of Australia’s largest providers of disability support services, has chosen the NICE CXone platform to help streamline its contact centre operations.
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Digital Journey
NICE unveils new CXone capabilities with latest release
July 2022
NICE has announced the Summer 2022 release of CXone, which adds new capabilities that enhance journey orchestration and complete performance.
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AI
How to overcome the digital experience dilemma - NICE
July 2022
While self-service solutions can provide major benefits, live voice and chat interactions are still an important part of customer service that continue to need support and investment.
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Contact Centre
Leveraging technology in contact centres to reduce attrition rates
May 2022
Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
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Banking industry
NICE CXone platform integration implemented with Regional Bank Australia
May 2022
NICE has announced the successful implementation of the NICE CXone platform with Regional Bank Australia.
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Data analytics
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
March 2022
Failing to provide competitive, high-quality customer service at every touchpoint can lead to low levels of customer satisfaction, which can have detrimental impacts on a business.
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CX
NICE expands its strategic partnership with Google
February 2022
NICE  has announced the expansion of its partnership with Google and the optimisation of CXone, its cloud native customer experience platform, for Chrome OS. 
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Contact Centre
Analysis: AI the way of the future for modern contact centres
January 2022
According to a new analysis from NICE, AI technology is going to be the future of the modern contact centre.
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CX
How businesses can better adapt to meet the changing demands of customer experience
December 2021
While it will take time for the long-term effects of the pandemic on businesses to be fully realised, some of the most significant impacts that have emerged are in the customer experience (CX) arena.
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AI
NICE integrates cloud-based, AI-powered CXone into Google Cloud
November 2021
Integration of NICE’s AI-powered CXone with Google Cloud’s CCAI applications to make human agents, voice bots, and chatbots more effective.
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Digital Transformation
How artificial intelligence impacts business transformation
October 2021
AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.
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CX
Transforming contact centres with a digital-first customer experience strategy
September 2021
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
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CX
CX firm NICE acquires GoMoxie to bolster omnichannel capabilities
August 2021
NICE says the aim is to lead customers through a ‘seamless and effortless’ omnichannel service journey.
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Contact Centre
Gartner names NICE as leader in CCaaS for 7th consecutive year
August 2021
For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. 
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Contact Centre
Best practices for implementing a chatbot or virtual agent
July 2021
Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for A/NZ Rod Lester.
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AI
NICE announces AI ethics framework as industry booms
July 2021
"NICE is proud to take the lead in ensuring the use of robots for the betterment of humankind, articulating the ethical principles that act as guidelines for the development of our own AI-driven innovations and across the RPA field."
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Contact Centre
NICE infuses voice of customer capabilities with artificial intelligence
June 2021
NICE has brought its artificial intelligence (AI) technologies to the heart of the contact centre.
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Contact Centre
NICE releases an AI-powered self-service platform
April 2021
Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.
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Contact Centre
NICE inContact infuses AI into contact centre offering
March 2021
According to NICE inContact, the AI models are able to help guide agents at the point-of-service, boosting customer satisfaction in real time.
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Contact Centre
Seven emerging and future trends for contact centres
February 2021
There has been a significant shift in the way that contact centres are managed and how agents are responding to changing customer behaviours and needs, writes NICE Asia Pacific president Darren Rushworth.
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Remote Working
NICE rolls out agile workforce management for distributed workforces
February 2021
Agile WEM is a way in which organisations can virtually connect their workforces in one location.
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Contact Centre
Gartner names NICE inContact a cloud contact centre Leader
November 2020
The company was positioned highest for Ability to Execute in the Leaders quadrant of the Gartner 2020 Magic Quadrant for Contact Centre-as-a-Service.
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Channel partners
BayCom partners with NICE inContact to offer cloud contact centre platform in NZ
October 2020
“With our extensive experience in the industry, BayCom has the ability to design, implement and support CXone nationwide, providing organisations with an industry-leading Contact Centre as a Service (CCaaS) solution to deliver on their customer experience strategies.”