NICE CXone Wins UK National Innovation Award for Remote Management of Customer Interactions

19th Aug 2021
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CXone recognised for innovative features and services supporting contact centre agility and business continuity designed for today’s work from anywhere requirements

LONDON, UK. NICE (Nasdaq: NICE) today announced that it has been selected as the winner in the “Remote Management of Customer Interactions” category of the 2021 UK National Innovation Awards®. The company was recognized for its breakthrough innovations with NICE CXone, the world’s leading cloud customer experience platform, helping contact centres ensure business continuity and agility in a remote workforce environment. The 2021 UK National Innovation Awards®, presented by the Directors Club United Kingdom, focused on work-from-home business solutions from around the world that impacted customer experience, employee engagement and operational performance.

NICE CXone is leading a new era of cloud-based, digitally fluent customer experiences by transforming contact centre software so businesses can provide an extraordinary agent and customer experience in every interaction, across dozens of pre-integrated messaging, social and traditional voice or chat channels. While CXone had already revolutionized the concept of virtual contact centres, NICE responded to the sudden need to support entire remote workforces in 2020 by introducing novel CXone services and features. These included [email protected], a free 60-day version intended to help organisations complete a full cloud migration and transition to work-from-home in 48 hours. CXone also rolled out product features focused on greater workforce agility for remote teams, deeper operational insights across all digital and voice interactions, and integrations with remote employee collaboration tools.

“This past year and a half, more than ever, it became clear how important it is for organisations to ensure their contact centres can weather storms with built-in adaptability. And as many of the changes we’ve seen become a regular aspect of our increasingly remote digital world, NICE CXone’s holistic approach is improving both agent and customer experiences and helping organisations of all sizes become more agile,” said Paul Jarman, NICE CXone CEO. “The 2021 UK National Innovation Award helps demonstrate that CXone is setting the standard for delivering the kind of innovations that help businesses build customer relationships and exceed expectations through the contact centre.”

CXone was recognized last year as the winner in the “Innovations in Cloud Contact Centres” category at the 2020 UK National Innovation Awards®. It is also the recipient of several other prestigious honours, including the 2021 Excellence in Customer Service Award, 2021 Stevie Awards for Sales & Customer ServiceCRM Industry Leader AwardsCCW Excellence AwardsICMI Global Contact Center Awards, and the 2020 Stevie American Business Awards.

“Working from home or anywhere is the operational legacy of the COVID-19 pandemic,” said Jon Snow, Chairman of Directors Club United Kingdom. “These 2021 awards set out to highlight the technology developers who are making the distributed workforce not only possible but high performing.”

There were 329 submissions across six categories in the 2021 UK National Innovation Awards. All submissions were judged on the quality of the business outcomes that they deliver. The judges were drawn from among senior business leaders at organisations that would benefit from the technology innovations under consideration.

About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organisations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered contact canter software. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction.

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