NICE Reports 80% Increase in Digital Interactions for Retailers Over Black Friday and Cyber Monday

NICE, a leader in customer experience (CX) and cloud-based solutions, recently revealed that its CXone MPower AI platform processed a record number of automated customer interactions over the Black Friday and Cyber Monday weekend. This surge in digital engagement highlights a growing trend where businesses are increasingly relying on automation to handle the influx of customer interactions during peak holiday shopping periods.

The platform saw an 80% year-over-year (YOY) increase in total digital interactions compared to the previous year. Additionally, it recorded significant spikes in digital interactions on both Black Friday and Cyber Monday, with YOY increases of 143% and 120%, respectively. This dramatic rise underscores the demand for automated solutions to handle higher interaction volumes efficiently and maintain service quality during busy shopping seasons.

“Higher digital interaction volume is pushing businesses to focus more on fully automating their customer service operations,” said Barak Eilam, CEO of NICE. “With today’s consumers expecting quick, predictive, and proactive service, companies are turning to platforms like CXone MPower to not just survive but thrive during the holiday rush. This technology is helping them anticipate customer needs and create exceptional experiences, even during critical moments.”

The CXone MPower platform offers businesses the ability to design, build, and automate workflows, customer service agents, and knowledge management systems. This enables organizations to deliver seamless and efficient customer service at scale. By leveraging artificial intelligence (AI) and automation, businesses can provide exceptional digital and self-service experiences without sacrificing personalization or response times.

The holiday season, particularly the Black Friday and Cyber Monday shopping period, presents unique challenges for customer service teams. With millions of consumers flocking to online stores, businesses need to ensure that their systems are prepared to handle large volumes of inquiries. The ability to automate key service functions is crucial for maintaining high levels of customer satisfaction during these times.

Wine Country Gift Baskets, a customer of NICE, saw the benefits of this technology firsthand. “The Black Friday and Cyber Monday rush is always a challenge, but this year we were able to handle it better than ever with NICE’s support,” said Jeffrey Fawcett, Director of Call Center & Training at Wine Country Gift Baskets. “From guiding customers to the perfect gift to resolving inquiries in real time, NICE enabled us to stay responsive and make every interaction—whether by phone, chat, or email—a positive experience.”

NICE’s CXone MPower offers AI-driven automation that helps businesses optimize customer service by reducing response times and increasing efficiency. This allows agents to focus on more complex issues, while customers receive the immediate support they need through self-service or automated interactions.

As businesses continue to face rising consumer expectations, especially during high-demand periods like the holiday season, automation platforms like CXone MPower are becoming indispensable. By embracing these advanced technologies, organizations can ensure they are well-equipped to handle peak traffic and continue to deliver exceptional customer service throughout the year.

NICE’s focus on enhancing customer interactions with the help of AI and automation places them at the forefront of the customer service technology industry. With more than 25,000 global customers—including over 85 of the Fortune 100—NICE continues to help businesses transform their customer service operations and achieve significant improvements in both operational efficiency and customer satisfaction.

About NICE

NICE is a global leader in AI-powered customer service solutions. With its cloud-native CXone platform, NICE serves over 25,000 organizations in more than 150 countries, including many Fortune 100 companies. The company specializes in providing AI-driven self-service and agent-assisted CX software for contact centers. Through its innovative solutions, NICE is helping businesses of all sizes deliver better customer experiences, streamline operations, and enhance overall performance. For more information, visit www.nice.com.

NICE and CXone are trademarks of NICE Ltd.

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