NICE inContact (Nasdaq: NICE) today announced that CXone, the world’s #1 cloud customer experience platform, saw digital interactions soar on Cyber Monday 2019, outpacing the volume of 2018 interactions by 78%. CXone ensured that millions of customers were able to experience seamless digital-first omnichannel interactions with businesses on the highest volume online shopping day of the year.
Record-breaking digital customer service interactions powered by CXone on Cyber Monday on December 2, 2019, compared to last year, include:
- 182% surge in online chat interactions
- 74% growth in SMS text interactions
- 44% increase in email traffic
Cyber Monday sales have become increasingly popular, reaching a record $9.4 billion spent online in 2019, an increase of 19.7% from 2018. In order to capture consumer attention and drive significant revenue on this all-important shopping day, organizations need to deliver exceptional experiences in which customers can move effortlessly between digital channels to get their issues resolved and make purchases quickly and easily. In fact, the latest NICE inContact CX Transformation Benchmark found that 22% of all customer service interactions are related to a purchase, and 93% of customers expect seamless omnichannel experiences. NICE inContact CXone enables businesses to meet and exceed this expectation by helping businesses meet customers where they are, effortlessly.
CXone powered a 78% growth in digital interactions. Transactions in voice also increased significantly over the prior year with 30% growth.
“On a normal day, a negative customer experience can be the difference between creating a brand advocate or detractor,” said Paul Jarman, NICE inContact CEO. “On days like Cyber Monday, the stakes are significantly higher because businesses are dealing with a spike in interactions and customer demand. The NICE inContact CXone unified and digital-first open cloud platform continues to be the most complete and intelligent solution to help companies meet customer expectations and thrive throughout the year.”
NICE inContact CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market. With digital-first omnichannel, CXone now makes it possible for organizations of all sizes across the globe to reach more customers each and every day throughout the year, using voice and a vast range of digital chan
