contact center analytics

3 key benefits of FULL Contact Center Analytics

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Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives. Seeing all interactions reveals the big picture of what is really happening in your contact center. This is […]

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IVR system

5 Surefire Signs You Should Review Your IVR System

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Time takes its toll on your IVR system, just like on everything else. It is good practice for any contact center and IVR, regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service, to conduct regular reviews. However, customer needs or business requirements may not wait for your […]

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Chat Vera Bradley

Advanced Chat for CXone: Vera Bradley’s Journey to Excellence

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Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. They are passionate and love sharing photos of the products and how they use them every day.  It’s all part of a robust customer experience, a central focus for a company that’s grown over the years by not only listening to but delighting […]

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2019 Gartner Magic Quadrant Western Europe

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

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NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. Not only that, but we’ve also been […]

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Gartner Magic Quadrant 2019

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

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Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments. For contact center executives and IT professionals […]

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customer experience

The Trifecta of Service Excellence and the Agent’s Reality

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At NICE inContact we work with our clients to solve their customer experience goals.  These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? The traditional example is an inbound phone call.  But in today’s digital first world, that […]

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