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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Omnichannel

Digital First Omnichannel will Dominate

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I don’t know if the retail industry invented the term omnichannel but it was the first place I can remember hearing the term. The term was intended to capture the fact that, until then, you could deal with a single brand that had both brick-and-mortar and online stores, but the customer experience was as if […]

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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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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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call center manager performance

5 KPIs You Can Improve By Integrating Your Contact Center and CRM

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No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation.  So, how can you ensure that your […]

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CXone contact center solution

CXone Cloud Contact Center Software Helps Energy Company Soar

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As one of Europe’s largest and fastest-growing energy producer/retailers, the company has more than 20,000 employees and had been generating power—electricity and heat—in Sweden, Denmark, Finland, Germany, the Netherlands and the United Kingdom.  Its mission: to make fossil fuel-free living possible within one generation. CXone cloud contact center software would be pivotal in the company’s […]

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artificial intelligence

‘What’s Next’ is Here Today: Integrating AI into CXone Solutions

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Everybody’s talking about artificial intelligence (AI)! But if you’re like most, you’re wondering how to harness AI’s amazing potential and incorporate it into your contact center in ways that will benefit customers, agents and the organization. In fact, you may be wondering where and how to start. Good news! Our webinar CXone and Artificial Intelligence […]

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