Australian Stories

Taking the next step forward in the contact centre evolution

Artificial intelligence is revolutionising Australian contact centres, enabling unparalleled personalisation and efficiency.

By Rod Lester • 4 min read • Thu, 30th May 2024

Global Stories

Unified Communications

NICE recognised as 2024 Gartner Customers' Choice for CCaaS

NICE has been recognised as a Customers' Choice in the 2024 Gartner Peer Insights for Contact Center as a Service, marking its second accolade.

By Kaleah Salmon • 2 min read • Tue, 19th Nov 2024

Software-as-a-Service

Zoom appoints Mike Johnson as Head of Channel for ANZ

Zoom has appointed Mike Johnson as Head of Channel for Australia and New Zealand, with a focus on enhancing channel growth in the region.

By Imee Dequito • 3 min read • Tue, 12th Nov 2024

Unified Communications

NICE recognised as leader in 2024 Gartner Magic Quadrant

NICE has been named a Leader in the 2024 Gartner Magic Quadrant for Contact Centre as a Service, marking its tenth consecutive year in this position.

By Imee Dequito • 2 min read • Thu, 31st Oct 2024

Unified Communications

NICE unveils CXone Mpower for AI-driven service automation

NICE has launched CXone Mpower, a groundbreaking platform designed to automate customer service processes through advanced AI integration.

By Sean Mitchell • 2 min read • Wed, 23rd Oct 2024

Unified Communications

How strategic customer experience technology implementation drives digital transformation success

Strategically implemented customer experience tech is revolutionising digital transformation in Australia and New Zealand, driving efficiency and growth.

By Anthony Brown • 5 min read • Fri, 4th Oct 2024

Unified Communications

Nice's Enlighten Copilot wins 2024 BIG Innovation Award

NICE's Enlighten Copilot wins the 2024 BIG Innovation Award, lauded for AI-driven advancements in customer experience and agent performance enhancement.

By Sean Mitchell • 2 min read • Thu, 5th Sep 2024

Unified Communications

NICE Enlighten Copilot wins Best AI-based Solution award

NICE's Enlighten Copilot wins 'Best AI-based Solution for Customer Experience' at the AI Breakthrough Awards, boosting CX innovation with dynamic, AI-driven employee support.

By Imee Dequito • 2 min read • Fri, 30th Aug 2024

Unified Communications

NICE secures WFM market leadership for 10th consecutive year

NICE secures its position as the market share leader in WFM for the tenth year, commanding 33% of total seats, as confirmed by DMG's 2024 report.

By Sean Mitchell • 2 min read • Wed, 7th Aug 2024

Unified Communications

NICE named leader in IDC MarketScape for CXone Mpower launch

NICE has been named a Leader in IDC MarketScape's 2024 Contact Center as a Service report, boosted by its new AI-powered CXone Mpower system.

By Sean Mitchell • 3 min read • Thu, 27th Jun 2024

Unified Communications

NICE's 2024 happiness index links AI to customer satisfaction

NICE's 2024 International Happiness Index highlights a 78% consumer endorsement for AI in customer service to boost satisfaction and loyalty, urging businesses to adapt.

By Imee Dequito • 3 min read • Fri, 21st Jun 2024

Unified Communications

NICE recognised as top employer by Great Place To Work

NICE has been certified by Great Place To Work for 2024, with 84% of employees praising it as a great place to work, far surpassing Australia's 56% average.

By Sean Mitchell • 2 min read • Tue, 18th Jun 2024

Unified Communications

NICE secures largest ever CXone deal in the APAC region

NICE secures its largest APAC region deal for CXone, replacing legacy systems with a unified AI-driven platform to revolutionise customer service.

By Sean Mitchell • 2 min read • Tue, 11th Jun 2024

Unified Communications

NICE unveils advanced WFM solutions for digital integration

NICE has launched new workforce management tools aimed at integrating digital front and back-office tasks, enhancing efficiencies and bottom-line results.

By Tom Raynel • 3 min read • Fri, 31st May 2024

Unified Communications

NICE launches next-gen AI tool Enlighten Copilot for CX leaders

NICE's next-gen Enlighten Copilot AI technology, geared toward CX decision-makers and supervisors, promises to enhance customer interactions with real-time data analysis, amidst the rise of AI usage in the workplace.

By Sean Mitchell • 3 min read • Thu, 28th Mar 2024

Unified Communications

NICE unveils Enlighten XM for hyper-personalised customer experiences

NICE reveals AI solution Enlighten XM, offering hyper-personalised customer experiences through large language models and a deep data memory system.

By Sean Mitchell • 2 min read • Tue, 26th Mar 2024

Unified Communications

DiDi Global adopts NICE's cloud-based WFM & EEM solutions

DiDi Global teams up with NICE for AI-driven Workforce Management and Employee Engagement solutions to optimise operations and boost employee satisfaction.

By Imee Dequito • 2 min read • Wed, 28th Feb 2024