Transforming Customer Experiences

The NICE inContact Blog

Read more blogs by Tim Harris

22 blogs
customer experience

The Trifecta of Service Excellence and the Agent’s Reality

At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? The traditional example is an inbound phone call. But in today’s digital first world, that definition also...

What is an Ecosystem

Every business has stakeholders. The relationship between these stakeholders is at the heart of the growth and long-term viability of your business. We at inContact like to sum up all of these relationships and call it an ecosystem. You may have been thinking something more like a forest or a coral reef. In...

Coder Royale 2011

This year at ICUC marked the 3rd Annual Coder Royale! It seems that each year is getting more and more competitive, as well as more and more creative. This year’s Coder Royale theme was "Innovation in the Contact Center" and the only requirement was that you used the inCloud API. The ingenuity that we were...

The inContact Platform – Part 3

The inCloud Marketplace, Community, and API are under development and we look forward to releasing them to you in a few months. In the meantime, here is a sneak peak of things to come. A big thanks to inContact’s Engineering Services team for building the first four inCloud applications:...

The inContact Platform – Part 2

In my first blog of this series, I told you about the hot new term PaaS. I think it’s human nature to want to label things as "new". In fact, we call things "new and improved" all the time, but I still don’t understand how something can be new AND improved. It just doesn’t...

The inContact Platform – Part 1

At inContact, we know that we’re early adopters and pioneers of SaaS technology. My blood runs inContact orange, so when I hear that there’s a new "hot" acronym out there in my world, I have to investigate and share. The latest term? Here’s a hint: It has nothing to do with Easter egg dye,...

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