Transforming customer experiences

The NICE inContact Blog

Read more blogs by Bill Yackey

6 blogs
Burning Questions: PCI Compliance in the Contact Center

Burning Questions: PCI Compliance in the Contact Center

The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo. In most cases, it is personal information that is leaked, but those problems compound for both users and companies when payment information is exposed.
Calling on Coronavirus Preparing the contact center for a pandemic

Uncertainty or crisis? Preparing the contact center for the unknown

Most of the world has its eyes on the news about coronavirus and its potential business and human impact, and there is uncertainty and potential for disruption in the coming weeks. In order to maintain business operations, organizations are looking to rapidly prepare for the challenges today and will want to prepare ahead for the possibility of these events as part of their disaster recovery, just as they would for natural disasters.
Voice as a Service Vaas

What is Voice as a Service (VaaS)?

If you’ve been a part of the cloud communications industry over the last 10 years, you’ve no doubt come across the acronym for as-a-service (-aas). This identifier first appeared in the term SaaS (software-as-a-service) and was quickly narrowed down to more specific industry categories such as UCaaS (Unified Communications as a Service), CPaaS (Cloud Platform as a Service) and CCaaS (Contact Center as a Service) – of which NICE inContact has become a market leader.
7 Essential Tools for a FedRAMP Compliant Contact Center

7 Essential Tools for a FedRAMP Compliant Contact Center

Citizens contact government agencies for a large variety of services on a very regular basis, and just like in the private sector, these agencies are challenged to keep up with changing customer expectations. There are new mandates within the government to use technology to improve the customer experience, while maintaining proper levels of safety and security with their data.