Start your CX transformation

Higher Customer Satisfaction and Likelihood to Recommend


Thinking about taking your contact centre 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 centre decision makers.

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

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

  • Companies using cloud contact centre technology report 18% higher CSAT , compared to those with on-premises contact centre 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 organisations 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 centre platform.