Adapt Your Contact Center to Customer Needs with Omnichannel

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In customer service, we find comfort in putting customers in different boxes or categories. This group of customers prefer email communication, these customers prefer phone interactions, those customers are high maintenance, etc. But what if I told you that a customer’s category changed based on the situation and circumstances? And it’s possible to keep up […]

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contact center system features

The Top 10 Contact Center System Features for 2018

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Here’s our hit list of the top 10 contact center system features for 2018 you won’t want to miss. They are not in any specific order, and for good reason: what will be most important in your contact center environment will largely depend on where your focus will be next year. Will you be looking […]

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NICE inContact named a Leader in Gartner’s CCaaS Magic Quadrant

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For the 3rd consecutive year, NICE inContact has been named a Leader in the 2017 Magic Quadrant for Contact Center as a Service (CCaaS). NICE inContact has been named a Leader every year since this Magic Quadrant’s inception in 2015. We believe this recognition demonstrates NICE inContact’s proven dedication to customer successes at scale, helping […]

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Four Key Capabilities for Integrating Contact Center and CRM Systems

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Earlier in the year, respected industry analyst Sheila McGee-Smith blogged about the growing functional overlap between contact center and CRM desktop applications. She gave some great advice for deciding what the right choice for your business is. I’m not going to revisit that; you can read Sheila’s posts for the details. Instead, I’m going to […]

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