Companies Still Failing to Meet Customer Service Needs across Channels, New Survey from inContact Reveals

8 in 10 consumers are willing to switch companies due to poor
customer service

SALT LAKE CITY–(BUSINESS WIRE)–#callcenterinContact, Inc., a NICE company (Nasdaq:NICE), the leading
provider of cloud
contact center software
 unifying omnichannel routing, workforce
optimization and analytics, today announced new research identifying
gaps in customer satisfaction across 10 different customer service
channels. The “inContact
Customer Experience Transformation Benchmark Study
” reveals that,
across all channels, consumers are not getting the “fast resolution”
they demand. Insights from the survey demonstrate the critical need for
companies to improve their cross-channel customer experience, revealing
that less than half of customers are satisfied with their experience,
regardless of communication channel.

To gain further understanding into customer experience expectations,
inContact surveyed consumers to determine their perceptions for where
companies are falling short, how technology is affecting service, and
consumer preferences for channels and methods of communication. The
results confirmed that delivering excellent omnichannel customer service
continues to be a major business pain point, revealing key areas where
companies are not meeting consumer demands.

Some of the major findings include:

  • Consumers Still Prefer Speaking to a Human Customer Service Agent,
    Despite Industry’s Focus on Self-Service Channels

    The study
    revealed that speaking to a live person is still the most preferred
    way to deal with customer service – less than half (42 percent) of
    respondents are satisfied with communication through Agent-Assisted
    and Self-Service channels. As businesses today explore and adopt
    automation technologies to improve contact center operations, they
    need to consider strategies and solutions where technology can augment
    human interactions – not replace them – in order to ensure fluidity
    between channels.
  • Email and Interactive Voice Response (IVR) are Most Frustrating
    Customer Service Channels

    According to the results, IVR and
    email have the lowest consumer performance ratings and elicit the
    strongest emotions of anger, disgust and frustration. Consumers
    reported that these channels are less personalized, slow and do not
    provide complete information, and that the phone is the most preferred
    and effective method of communication. Specifically, the survey
    revealed that email is the least effective method of resolution, with
    over one-third reporting the issue as ‘still ongoing’ or ‘nothing more
    the company can do.’
  • Millennials Give Companies Poor Customer Service Ratings, Have
    Higher Expectations

    Only 45 percent of millennials surveyed
    expressed satisfaction across customer service channels. Millennials
    cited that they expect brands to know their purchase history, be
    proactive and have seamless omnichannel integration. For self-service
    channels, such as websites, apps, bots and IVR, customer service
    ratings increased with age, further confirming that Gen X holds
    companies to higher standards.
  • Airlines, Retailers and Credit Card Companies Provide Highest
    Quality Customer Service

    Several industries are leading the
    pack in driving better omnichannel customer experiences. At the same
    time, industries such as fast food, Internet providers and car rentals
    have the lowest-rated service as they fail to provide sufficient
    customer service. These industry-specific findings demonstrate the
    need to customize service channels based on users and on specific
    business needs.

“This important research confirms that, even as we make incredible
advances in technology and automation, companies are still struggling to
deliver consistent, excellent customer service across all touchpoints,”
said Paul Jarman, CEO at inContact. “To stay competitive, businesses
today need to win every interaction with their customers. Cloud contact
center technology enables companies to meet and exceed consumers’ high
expectations by deploying technology that enables seamless customer
service, regardless of the channel.”

About This Report

inContact surveyed more than 700 consumers who had experienced a
customer service interaction in the past three months. Data was
collected between March 1 and 23, 2017. For more information and to
download the full research report, please visit:

Additional Information

  • Learn more about available cloud solutions
    from inContact
  • Follow @inContact
    on Twitter
  • Become a fan of inContact
    on Facebook
  • About inContact, a NICE company

    inContact is the cloud contact center software leader, with the most
    complete, easiest and most reliable solution to help organizations
    achieve their customer experience goals. Recognized as a market leader
    by Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact continuously
    innovates in the cloud and is the only provider to offer a complete
    solution that includes the customer interaction cloud, an expert service
    model and the broadest partner ecosystem. inContact is a part of NICE
    (Nasdaq: NICE), the worldwide leading provider of both cloud and
    on-premises enterprise software solutions, helping organizations of all
    sizes deliver better customer service, ensure compliance, combat fraud
    and safeguard citizens. Over 25,000 organizations in more than 150
    countries, including over 85 of the Fortune 100 companies, are using
    NICE solutions. For more about NICE, visit
    To learn more about inContact, visit

    Forward-Looking Statements

    This press release contains forward-looking statements as that term
    is defined in the Private Securities Litigation Reform Act of 1995. Such
    forward-looking statements, including the statements by Mr. Jarman, are
    based on the current expectations of the management of NICE Ltd. (the
    Company) only, and are subject to a number of risks and uncertainties
    that could cause the actual results or performance of the Company to
    differ materially from those described herein, including but not limited
    to the impact of the global economic environment on the Company’s
    customer base (particularly financial services firms) and the resulting
    uncertainties; changes in technology and market requirements; decline in
    demand for the Company’s products; inability to timely develop and
    introduce new technologies, products and applications; difficulties or
    delays in absorbing and integrating acquired operations, products,
    technologies and personnel; loss of market share; pressure on pricing
    resulting from competition; and inability to maintain certain marketing
    and distribution arrangements. For a more detailed description of the
    risk factors and uncertainties affecting the Company, refer to the
    Company’s reports filed from time to time with the Securities and
    Exchange Commission, including the Company’s Annual Report on Form 20-F.
    The forward-looking statements contained in this press release are made
    as of the date of this press release, and the Company undertakes no
    obligation to update or revise them, except as required by law.


    Cheryl Andrus, +1-801-320-3646
    Cohen, +1-551-256-5354 (ET)
    Yisca Erez, +972-9-775-3798 (CET)