Transforming Customer Experiences

The NICE inContact Blog

Read more blogs by Annette Miesbach

43 blogs

What You Need to Know About Omnichannel

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 […]
IVR system

5 Surefire Signs You Should Review Your IVR System

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 next scheduled...
Chat Vera Bradley

Advanced Chat for CXone: Vera Bradley's Journey to Excellence

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 its...
Nice CXone improves ECSI customer experience

Advanced Chat for CXone: All That and More

Of all the communications channels, the web chat channel is quickly emerging as the leader in customer satisfaction and as a channel that improves agent efficiency, productivity and engagement. A growing body of research, as well as companies’ experiences with the chat channel bear out chat’s many benefits. In our webinar, Boost Contact Center KPIs with...
omnichannel AI

WebHelp and Swedish Rail — Customer Experience on the Right Track

NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here). Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels. At the...

What is an IVR (Interactive Voice Response)

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. For example, if they just want to know their account balance.    Before I go deeper into WHAT an IVR is, I think we...

Customers Are Changing the Channel: Are You Ready

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving. Did you know, for example, that: Chat is...

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