Ovum decision matrix

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

Share:

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world. This marriage of strength in innovative technology sent a shock wave through the technology side of the contact center industry […]

Read
2018

Planning for 2018? These Blogs and Reports Should Help

Share:

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Happy […]

Read
7 myths

7 Myths of Enterprise Cloud Contact Centers, Vaporized

Share:

No matter how desirable innovation may be, we all have nagging doubts about new and beneficial solutions. It’s human nature to stick with well-established routes and adhere to what seems to be the safest path. Over time, nagging doubts—even when inaccurate or outdated—can earn myth status. Certain myths about cloud have developed in large contact […]

Read
millennial customers

3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers

Share:

When it comes to brands, millennial customers are not lacking for options. The first generation raised on digital tools, the ability to research and choose among thousands of search results is second nature. This has fundamentally changed the nature of their relationships with businesses, as they now favor experience over function. The 1:1 relationship—the interactions […]

Read
live agents

Best Practice Number Two: Design Self-service to Mimic Your Live Agents

Share:

Last month, we posted a blog that describes how you should begin your company’s self-service transformation by identifying the call center processes where incremental steps toward automation are most likely to be successful. In this entry, we’ll discuss how to design the self-service now that you have chosen inquiry types to automate. The best place […]

Read
after call work

That’s a Wrap: 2 Simple Ways to Trim After Call Work

Share:

After call work (ACW) is a lot like holiday shopping. You leave your “interaction” at the mall and arrive home with your arms full of boxes and bags and gifts. You wouldn’t simply throw it all in a heap for the recipients to sort out later, would you? Of course not. Instead, you carefully wrap […]

Read

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

Share:

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 […]

Read
average speed to answer

Average Speed to Answer is 70% Higher Now Than it Was in 2009

Share:

It comes as no surprise that consumers are not satisfied with their phone customer service interactions – we’ve been talking about it, you’ve been reading it and possibly experiencing it in your own customer experiences. Now we have additional data proof why frustrations may be higher – one factor being that average speed to answer […]

Read
1 2 3 18