Transforming customer experiences

The NICE inContact Blog

Read more blogs by Mike Perry

25 blogs
Globe

Cloud is Sweeping the Globe

I had the opportunity a few months ago to spend a week in Munich, Germany working with one of our premier partners who will sell and support the inContact suite of products throughout EMEA. It was fascinating to see a couple of things that were new to them that seemed commonplace to me, having been in this cloud...
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2011 Recap - Hosted Software & Telecom

I know I am two months late in getting in my end of 2011 recap blog, but it’s like they say . . . better late than never. 2011 was a busy, crazy, challenging and fun year around here. Constant change, learning new lessons daily and expanding into new territories – it was quite the year. What I...

Data Centers in Europe

We recently announced our new data centers and European infrastructure in Frankfurt and Munich. I led the team that deployed the infrastructure to those two German locations and, although it was a whirlwind of activity from many internal sources with a few roadblocks along the way, I was appreciative of what we learned and how the...

My Call Went Where

I often train new employees trying to learn telephony, and especially international telephony, on the routing and multiple carriers, networks and equipment involved in a single international telephone call. Many find it interesting (or at least they pretend to) so I thought I’d share it here so you can appreciate what’s involved when you call your...
CloudEconomics(1)

Economics of the Cloud

Last week I was invited to speak in a joint UK/US session put on the by Utah Chapter of the World Trade Center. The topic of discussion was "Economics of the Cloud," meaning cloud computing or hosted services. There were business leaders from many industries in attendance ranging from Education to HR recruiting to Government and high...
follow the sun

Follow the Sun

I had the opportunity to present at inContact’s annual user’s conference, ICUC 2011 a couple of weeks ago. The conference gets better and better each year in terms of attendance, content and networking opportunities. My session was titled “Follow the Sun, How to Create a 24/7 Contact Center”.I discussed key ways that contact centers can expand beyond...

Why At-Home Workforce (Part 3)

In part 1 and part 2 of this three part series, we discussed common objections to deploying an at-home workforce and some benefits to having such a workforce either as a supplement to or substitution for a brick-and-mortar workforce. Now for the ‘what’s next’... If you are saying to yourself, "I’m sold, now how do I get...

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