NICE inContact
Customer Experience and Contact Center
NICE inContact is a global leader that provides customer experience and contact center solutions for government and public sector organizations, known for its industry-leading CXone platform and commitment to innovation.
Size
over-10K
Public
over-1b
Mission
About
NICE inContact offers customer experience and contact center solutions along with workforce optimization and automation services for clients in government and public sector. The company operates using a cloud-based delivery model and supports organizations across more than 100 countries.
It is recognized for its market leadership and innovative technology, with a strong focus on customer satisfaction and tailored solutions that enhance service delivery.
Services
NICE inContact provides customer experience and contact center solutions supported by workforce optimization and automation services. These services include inbound customer support, live chat and messaging support, email support, technical support, CX consulting, quality assurance, and automation enablement. Each solution is designed to enhance customer engagement across various channels and meet the evolving needs of businesses.
Capabilities
Inbound Customer Support
Live Chat & Messaging Support
Email Support
Technical Support (Tier 1/2)
CX Consulting & Journey Mapping
Quality Assurance & Monitoring
Automation & RPA Enablement
Industries Served
The company serves clients in government and public sector. It has experience supporting emergency service providers and other organizations with services aligned to industry-specific requirements and technology platforms such as the CXone cloud platform.
Unique Stregths
NICE inContact is known for its comprehensive cloud-based solutions and commitment to innovation, offering clients advanced features such as AI-driven automation and analytics. Its approach includes a strong customer-centric philosophy and a robust partner ecosystem, ensuring high levels of satisfaction and operational excellence.
Delivery Footprint
Headquartered in Sandy, Utah, the company operates using a cloud-based delivery model. It serves clients globally, with teams capable of working in remote environments to support diverse customer needs and ensure service continuity.
Certifications
No items found.
Verticals
Government & Public Sector
Clients
No items found.
What's the main service provided by
NICE inContact
?
NICE inContact specializes in providing comprehensive customer experience and contact center solutions. Their offerings encompass a range of services including inbound customer support, live chat and messaging assistance, email support, and tiered technical support. Additionally, they provide customer experience consulting, quality assurance and monitoring, as well as automation and robotic process automation (RPA) enablement. Each service is designed to enhance customer interactions and adapt to the dynamic needs of various businesses.
What additional services does
NICE inContact
provide?
When was
NICE inContact
founded?
NICE inContact was established in 1997, marking its presence in the customer experience and contact center industry for over 26 years. This extensive history reflects the company’s deep expertise and commitment to innovation within the sector.
What industry verticals does
NICE inContact
serve?
NICE inContact primarily serves the Government & Public Sector. Their experience includes supporting emergency service providers and other organizations that require services tailored to specific industry needs and technological platforms.
What delivery model does
NICE inContact
offer?
NICE inContact employs a versatile delivery model, utilizing onshore, nearshore, offshore, and work-from-home/virtual approaches. Onshore refers to services provided within the same country, nearshore indicates services provided from neighboring regions, and offshore signifies operations conducted from distant countries. This flexibility allows NICE inContact to effectively cater to diverse client needs and maintain service continuity across various environments.
How many employees and/or seats does
NICE inContact
have?
NICE inContact boasts a workforce of over 10,000 employees, highlighting its substantial capacity to manage large-scale operations and provide extensive support to its clients.
Can
NICE inContact
be considered a good service provider for startups?
NICE inContact can be a suitable service provider for startups, particularly those in the technology or service sectors that require robust customer engagement solutions. Their cloud-based offerings and scalable support can help startups establish a strong customer experience foundation as they grow. However, startups should consider their specific needs and budget constraints when engaging with a large provider like NICE inContact.
Can
NICE inContact
be considered a good service provider for SMBs?
NICE inContact is well-positioned to support small and medium businesses (SMBs) due to its flexible service portfolio and commitment to customer satisfaction. Their range of customer support solutions can easily adapt to the evolving requirements of SMBs, providing the necessary tools for growth and enhanced customer engagement. The scalability of their services allows these businesses to expand their operational capacity as they develop.
Can
NICE inContact
be considered a good service provider for enterprises?
NICE inContact stands out as a strong provider for enterprises and large companies, offering sophisticated solutions that meet the complex demands of major organizations. Their extensive experience in the Government & Public Sector, coupled with a commitment to innovation and reliability, ensures that enterprises receive tailored and effective customer experience services. The company's ability to operate through various delivery models further enhances its capability to support large-scale operations.
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