NICE CXone platform sees 80% increase in interactions

NICE has announced that its CXone MPower platform managed a record number of automated customer interactions over the recent Black Friday and Cyber Monday period.

The company reported a significant increase in year-over-year digital interactions during the holiday weekend, with an 80% rise in total interactions. Notably, single-day spikes of 143% and 120% were observed, underscoring the growing reliance on automation technology by businesses.

This surge in automated digital engagement highlights the necessity for businesses to adopt advanced automation technologies in order to effectively handle increased shopping demand during peak periods and meet customer expectations. NICE CXone MPower aims to assist businesses by creating, implementing, and automating workflows, agents, and knowledge management to enhance operational efficiency and provide superior automated customer experiences.

Jeffrey Fawcett, Director, Call Centre and Training at Wine Country Gift Baskets, commented, "The Black Friday and Cyber Monday rush is always a challenge, and this year we were able to handle it better than ever with NICE's support. From guiding customers to the perfect gift to resolving inquiries in real time, NICE empowered us to stay responsive and make every interaction, whether by phone, chat, or email, a positive experience. Our customers noticed the difference, and so did we."

Barak Eilam, Chief Executive Officer at NICE, stated, "With higher digital interaction volume, the need to fully automate customer service is becoming the top priority for enterprises."

He added, "Today's consumers demand immaculate service that is predictive, proactive, and automated. With CXone MPower, businesses aren't just surviving the holiday rush—they are revolutionising their customer service. CXone Mpower leverages the power of AI and automation to enable businesses to anticipate customers' needs to deliver exceptional experiences in the moments that matter most."