Higher Customer Satisfaction and Likelihood to Recommend

Thinking about taking your contact center technology to the cloud? Download this new eBook and find out just how many businesses have abandoned on-premises set-ups – and discover the benefits they’re seeing because of it. Including higher customer satisfaction and likelihood of customers to recommend their company. Plus, get an inside peek at insights from leading contact center decision makers.

2019 NICE inContact Customer Experience (CX) Transformation Benchmark Global Findings: Contact Center Plans and Metrics

This eBook uncovers, and delves into, industry trends and survey results:

Companies using cloud contact center technology report 18% higher CSAT, compared to those with on-premises contact center technology.
40% of companies plan to invest in four or more channels in the coming year to improve customer service experience.
Seamless omnichannel investment plans are lacking, despite a customer expectation rate of 91%.
Almost half of global organizations see a need for more agent-assisted resources.

Survey results show customers are now demanding more than on-premises technology is delivering. Download this eBook for insights on providing seamless omnichannel customer experiences via a cloud contact center platform.

Start your CX transformation

Amazing experiences. Served from the cloud.

You put your customers first in all you do. So do we. Explore the most complete cloud native platform in the industry-and learn how we're helping companies like yours transform the customer experience.

Boost your customer experience and build deeper loyalty.

Our hightly experienced and passionate teams provide the consisten white-glove support you need to succeed for the long haul.

We collaborate with companies to suggest solutions that meet their unique needs to help deliver better results by cultivating stronger relationships.

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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.

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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.

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View the Infographic
Get the highlights of the latest white paper in this quick one-page infographic to discover why staying in contact with citizens has never been easier.

View White Paper
Explore our recent white paper as we reveal solutions for government agencies trying to better connect with citizens.

ICMI Maturity Model
As we enter the experience economy, CX proves to be a great competitive differentiator. Achieving exceptional CX is a continuous and iterative process.

See how Sunrun's 125 agents use Salesforce and CXone integration to provide customers with seamless omnichannel experience.

SeaWorld's 150-300 agents enhance guest journeys with NICE inContact CXone. See how.

See how Honeywell and its 4,000 agents use customer experience excellence as the catalyst for business transformation.

62% of companies see contact
center CX as a competitive differentiator.

89% expect to compete
mainly on CX in 2019.

Customer Champion tops
the 5 phases of CX maturity

Fortune 500 /
Global 2000

Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 10 November 2020.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 9 November 2020.

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from NICE inContact.

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