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Each year, NiCE surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. The NiCE Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers. Last year, we discussed the numerous impacts that the global pandemic had on both businesses and consumers. Businesses were fast tracking technology initiatives that had originally been on a 3-5 year roadmap and moving them to the top of the list to adapt to the tectonic shift that the pandemic caused around the world. On the consumer side, consumers were also busy adopting digital channels and alternatives to what they had grown accustomed to as they adjusted to quarantine, lock downs and social distancing. The study and report yields insights into this digital acceleration — both from a business point of view and a consumer point of view.

“Please hold: Your call is important to us.” It’s a recorded refrain every consumer has encountered at one point, but what happens next varies greatly. Time spent on hold is affected not only by unexpected surges in demand or staffing shortages but also in many cases by operational processes set based on a contact center’s service objectives.

Voice Identification, also known as voice recognition or speaker recognition, is a biometric technology that is being adopted by call centers that must authenticate each caller before they can provide service. Voice identification uses the innate biological characteristics of a person’s voice to create a voiceprint that is unique to that person. Its biometric properties make voice identification difficult to spoof. It’s also easier for users who no longer need to remember passwords or the answers to security questions. With voice identification, there is nothing to forget or lose. The authentication is part of the person.

NICE’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. Businesses looking to keep up with the competition, lower costs, run their operations more efficiently, and realize greater revenues should consider NiCE CXone for call center outsourcing. Visit NiCE today for more information.

Banking automation is moving to near the top of the agenda for leading banks. Some of the benefits banks can reap from a strategic branch automation program include improved customer satisfaction and loyalty, more responsive and efficient operations, and tighter compliance and fraud detection.

This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses. At the same time, businesses benefit by being able to deliver loyalty-enhancing CX that also increases their ability to effortlessly handle volume swings.

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers. In fact, the patient-consumer is already here. How will health care meet their changing needs?