omnichannel basics

What You Need to Know About Omnichannel

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Today’s customers expect omnichannel customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the […]

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customer service

TruGreen and CXone: Service, Satisfaction and Revenue

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With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform—and it’s never looked […]

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cloud contact center solution

CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

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Even as Bridgevine, a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. The old system offered almost no […]

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cloud contact center

Start Your Contact Center Move to the Cloud with Workforce Optimization

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There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report, a key finding states “Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics […]

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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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