Gartner's Critical Capabilities

Gartner’s Critical Capabilities Report – We Received Highest Scores in 4 out of 5 Use Cases

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We’re pleased to let you know that NICE inContact has received the highest score in Customer Engagement Center use case in Gartner’s “Critical Capabilities for Contact Center as a Service” research report, just out in mid-December. We believe that the exemplification of NICE inContact’s critical capabilities applied to real-world use cases is especially interesting because […]

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Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

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Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service […]

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self-service channels

Contact Center Software can Balance Agent-assisted and Self-service Channels

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Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and […]

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cloud contact centers

Forrester Research Names CXone a Leader in Cloud Contact Centers

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The results are in! NICE inContact CXone has been recognized as a leader by Forrester Research in The Forrester Wave™: Cloud Contact Centers, Q3 2018. CXone is top ranked in the current offering category and received the highest score possible in the market presence category. Organizations seeking to improve customer experience (CX) and reduce operating costs […]

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CRM

CRM and Contact Center Solutions Work Best Together

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I hear a lot of discussion about whether companies should use their CRM or contact center solution for agents. The right answer, I believe, is both. Let me explain. Customer Relationship Management (CRM) applications, such as Salesforce, are critical applications within a contact center and excel at: Retaining transaction history—critical context necessary to help a […]

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cx

Win the Customer Experience (CX) Game in Your Contact Center

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We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive. We are already seeing companies leverage customer experience (CX) as the key tool […]

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ccaas

Ability to Execute – Evaluation Criteria for CCaaS MQ

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Contact center as a service (CCaaS), or cloud contact center, is the fastest growing application for contact center infrastructure deployment today. With so many vendors promoting their solution, how can you make sure you’re going with the best? NICE inContact has been positioned as a leader in Gartner’s October 2017 Magic Quadrant for Contact Center […]

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ccaas

Completeness of Vision – Evaluation Criteria for CCaaS MQ

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When looking for a long-term cloud contact center provider, we believe an important criteria to consider is completeness of vision, which is one of the evaluation criteria for Gartner Magic Quadrants. NICE inContact has been positioned as a leader in Gartner’s January 2017 Magic Quadrant for Contact Center as a Service (CCaaS), for both Completeness […]

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