• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          Work from Anywhere Why the Future of Contact Centres is Cloud Based

          Work from Anywhere: Why the Future of Contact Centres is Cloud-Based

          by Darren Rushworth
          July 16, 2020
          Share

          When COVID-19 meant businesses had to change the way they operated, most thought they were prepared with strong business continuity plans. Some were well-prepared and others found themselves scrambling to set up remote working capabilities to let employees work from home. 

          The new reality is that people need to be able to work from anywhere (#WorkFromAnywhere) without compromising productivity or security, while delivering a consistent and seamless customer experience.

          Many organisations are heading back to the office as the COVID-19 threat recedes, but there is no guarantee that there won’t be a second wave of the virus, or another situation in which contact centre agents will need to be able to work from anywhere. 

          If you were one of the organisations that moved fast to put in business continuity measures to let contact centre agents work from home, you may now have had some time to breathe. You may be wondering whether the solution you chose to meet an emergent need is really the solution that will deliver maximum benefits to your organisation long term, when a work-from-anywhere approach is considered normal. 

          Quite possibly, the answer is no. 

          Cloud-based solutions are likely to dominate the future

          Before COVID-19, the vast majority of contact centre workers turned up to an office every day where they were surrounded by colleagues and managers. The future of work is likely to look very different and may take on one or more of the following characteristics:

          • most people working from home at least some of the time
          • some people working from home most of the time
          • split shifts that mean fewer staff members are in the office at once
          • some workers going back to the office more or less full time.

          This will create a strong need for flexible and agile systems that can support workers and managers regardless of their location. 

          Cloud is the only infrastructure option that will deliver the kind of flexibility and agility required to deliver a consistent and engaging experience for all staff members.

          It improves the availability of applications and infrastructure, and removes the burden of management from the IT team. 

          Key benefits of a cloud-based contact centre environment

          1. Cost savings

          Cloud-based infrastructure removes the need to spend capital investments on infrastructure in the office and in people’s homes, should they choose to (or be required to) work from anywhere. With a cloud-based environment, the physical location of staff members becomes irrelevant, as everyone can access the same systems and applications regardless of where they’re sitting.

          2. Security

          When employees work from anywhere, the physical layer of security that was provided when they worked in the office is no longer present. This creates a potential security risk for organisations that must be addressed. Contact centres tend to have a great deal of valuable information including credit card details and purchase history; this information must be protected according to the Privacy Act and other relevant legislation. Cloud-based contact centre environments, or contact centre-as-a-service (CCaaS), include built-in security features that maintain data protection, giving businesses peace of mind that valuable customer data will be safe. 

          3. A consistent customer experience

          Customers interacting with the contact centre need to have a consistent experience regardless of whether the employee is in the office or working from somewhere else. That means information must be available at the employee’s fingertips and the business must be able to deliver a seamless experience. 

          Contact centre agents don’t just need a phone and a customer relationship management (CRM) system to work from anywhere. They also need access to knowledge bases, resources, colleagues, and coaches. All of these elements of the contact centre ecosystem feed into the customer experience. Cloud-based systems put that information at the fingertips of all employees no matter where they’re working from, delivering a consistent experience.

          4. Transparency and an engaged workforce

          When employees work from anywhere, it can be difficult to tell whether they are being productive, focusing on work, and delivering a strong customer experience. Using a cloud-based system with voice, text, and desktop analytics capabilities drives detailed insights on what employees are doing. It can reveal when employees are engaged with customers versus when they’re browsing websites, doing online shopping, or perusing social media platforms. It can also reveal areas where contact centre agents could benefit from additional training, for example. 

          With a cloud-based contact centre solution, artificial intelligence-based metrics can also be used to measure employee performance not just in terms of traditional productivity metrics but also in terms of the impact of customer-centric behaviours. 

          5. Better coaching for employees

          Employees working from home don’t have the benefit of a nearby manager who can listen to their calls and provide advice and coaching in real time. This means coaching has fundamentally changed because it can no longer leverage the social capital that is created when coaches and agents interact face-to-face. This is a key area that needs to be addressed when employees work from anywhere. Workforce engagement and automated quality measurement solutions help enterprises identify the key improvement areas that need coaching.

          With artificial intelligence (AI)-based metrics, managers can see if agents are listening and being empathetic, if they’re acknowledging loyalty, and if they’re building strong relationships. This approach makes it easy to see which agents would benefit from additional training and which agents are the top performers. Gamification can help deepen employees’ commitment to ongoing improvement. And these same tools must be available to employees in the office or at home to ensure consistency.

          6. A technology-proofed contact centre

          A cloud-based solution can help technology-proof the contact centre so that it can continue to provide exceptional experiences even as technology evolves, without having to invest in expensive, monolithic, on-premise upgrades. For example, the collaborative nature of work is expanding to include the customer. In this evolving field, cloud is the linchpin that makes collaboration, communication, and availability possible. 

          7. Digital twins to help employees be productive from day one

          Some new employees may never have seen the office. Working from home for these people can mean that some things take twice as long. A digital twin, which acts as a virtual assistant, can help walk these employees through customer interactions, guiding them on the next best action, so that they can deliver a strong customer experience right from their first day.

          From monitoring employee desktop activity to automating mundane tasks, digital twins participate in every key activity in the employee’s day. 

          What’s next for contact centres?

          Digital transformation is happening now, and it’s happening faster than anyone imagined. Some statistics suggest that industry has achieved five years’ worth of digital transformation in just eight weeks.[1]

          For the contact centre industry, one of the biggest barriers to digital transformation has been an unwillingness or perceived inability to have contact centre agents working from anywhere. Now, organisations have seen that is a possibility, creating a new working reality for contact centres. 

          As your business emerges into the changed business landscape, your contact centre employees need to be able to work from anywhere or your business will risk not being competitive.

          Agents need to deliver outstanding and consistent customer experiences, empowered by the right coaching and incentives, and supported by technology that automates parts of the customer service task to free them up for more complex and high-value interactions. This capability will be critical in any contact centre’s ability to reduce costs without compromising the customer experience. 

          It’s also essential to consider how to integrate new and emerging technologies, such as augmented and virtual reality, into the contact centre, with seamless compliance with industry regulation and best practice. 

          Cloud-based solutions provide the ideal answer for businesses looking to make their call centres more flexible and distributed, while improving the quality of the customer and employee experiences. 

          Discover how your business can work from anywhere

          To find out how NiCE cloud-based contact centre solutions can help your business #WorkFromAnywhere, contact us today at nice.apac@nice.com.


          [1] https://www.mckinsey.com/business-functions/mckinsey-digital/our-insights/the-covid-19-recovery-will-be-digital-a-plan-for-the-first-90-days

          About the Author

          Darren Rushworth

          Darren Rushworth has served as the president of NiCE Asia Pacific since 2017. He is responsible for complete field operations with focus on the region's sales, marketing and customer services. Darren's career spans over 30 years in the IT industry, with the past 21 years spent in the Asia Pacific Region. He therefore brings significant experience in enterprise sales, country management, and business operations. Prior to joining NiCE, Darren was managing director of Singapore for SAP Asia Pacific where he increased SAP's market share by delivering double-digit growth in ERP and cloud sales. He also was instrumental in improving customer and employee satisfaction and elevating SAP to become one of Glassdoor's Top 5 Great Places to Work. Prior to that, Darren led SAP's Philippine and emerging market operations where he was responsible for a team of more than 1,000 employees across 10 countries. He drove a cloud-first go-to-market approach, resulting in SAP Philippines being the leading cloud market for SAP South East Asia. Before joining SAP, Darren held multiple leadership roles at Oracle including VP Applications Sales APAC, VP Channels, and VP Oracle Direct APAC. He also developed several businesses within Oracle, including establishing the first Oracle value added distributor in APAC, setting up the Dell business unit for mid-market sales, and spearheading Oracle�s Linux strategy taskforce, resulting in the creation of a Linux line of business.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          June 24, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          Read

          June 18, 2025

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          Read

          June 17, 2025

          Building a NiCE world: The stories making the world brighter

          Read

          June 12, 2025

          Turning customer service happiness into a competitive advantage

          Read
          Woman on her phone, excited with the launch of NiCE New World

          June 3, 2025

          Welcome to a NiCE world

          Read

          More from the blog

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world
          AI

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          At NiCE, our vision is to create a world where customer service just works. It’s a world that is seamless, smart, and connected across every interaction.

          June 24, 2025

          AI

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          At NiCE, we don’t believe in waiting around for what’s next. We build it. We imagine it. And with CXone Mpower Agents, we’re setting a new bar for what intelligent service can be.

          June 18, 2025

          AI

          Building a NiCE world: The stories making the world brighter

          A NiCE World – People are opening up about what a NiCE world means to them, sharing stories that feel both deeply personal and universal with vibrant photos.

          June 17, 2025