Paul Jarman, NICE inContact CEO,

5 Paradigm Shifts Driving the Customer Experience Market

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Paul Jarman, NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series.  In fact, Paul believes that in the next five years there will be more transformation in the customer experience space than […]

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empower agents

Gain Efficiency and Empower Agents with Cloud

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NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management. It offers integrated tools to drive and empower agents, elevating performance and enabling contact center managers to quickly respond to meet or exceed their service […]

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The Digital Revolution: Best-in-Class Digital Experiences

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In an earlier post, The Digital Revolution, Rising Consumer Expectations, we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. We ended by detailing 7 best practices that we’ll detail here. 1) Centrally managing next generation digital interactions in the contact center Today in most company’s ownership of […]

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The Digital Revolution: Rising Consumer Expectations

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Digital today is much more than just email and chat. Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. as well as advanced messaging such as WhatsApp, WeChat, Facebook Messenger, Apple Business Chat, and more). […]

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IT leaders

IT Leaders – Time to Elevate Contact Center Performance

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IT leaders rely on a set of critical contact center functionalities for efficiency and success. Wouldn’t it be great if there were solutions that allowed for easy scalability, global connectivity, omnichannel routing, all in a unified and secure platform? Watch this video to learn that this is possible and available. NICE inContact CXone helps IT […]

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New Era of Complete Digital Experiences to Expedite the Enterprise Transition to Smart Digital Conversations

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Consumers today expect to interact with companies via a variety of digital channels. In fact, 91% of consumers want seamless omnichannel across messaging and real-time voice and chat. Unfortunately, a digital divide exists today. While consumers have embraced messaging and a digital first world, companies have failed to deliver. As consumers, we’re very comfortable messaging […]

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Gartner's Critical Capabilities

Gartner’s Critical Capabilities Report – We Received Highest Scores in 4 out of 5 Use Cases

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We’re pleased to let you know that NICE inContact has received the highest score in Customer Engagement Center use cases in Gartner’s “Critical Capabilities for Contact Center as a Service” research report, just out in mid-December. We believe that the exemplification of NICE inContact’s critical capabilities applied to real-world use cases is especially interesting because […]

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Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

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Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2,000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service […]

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self-service channels

Contact Center Software can Balance Agent-Assisted and Self-Service Channels

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Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and […]

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