Transforming customer experiences

The NICE inContact Blog

Category: AI

19 blogs
IVR is an automated self-service voice menu that accelerates resolution and improves routing.

Review & Refresh Your IVR: Make Life Easier for Customers

One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling.
Workforce Management Software withstanding the mandatory Digital Transformation

Can Your Workforce Management Software Withstand the Mandatory Digital Transformation?

To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat! But as consumer options and expectations for communication have evolved, contact center complexity has increased. So naturally, the complexity of forecasting and scheduling has also increased!