Category: Digital First Omnichannel

170 blogs
interactions 2018

Speakers Wanted for Interactions 2018 - Last Call February 22

We know from experience that our customers have amazing stories to tell. There’s no ‎better place for you and your organization to share your success stories than at Interactions 2018. But time’s running out to submit your ideas. Call for Speakers closes on February 22!When you present a breakout session at Interactions 2018, you’ll be a key...

GDPR Regulations and Your Contact Center - Are You Ready

The General Data Protection Regulation (GDPR) has been called the most important change in data privacy in years. The GDPR replaces existing privacy regulations and becomes effective in May 2018 across the European Union (EU). It will impact each company differently, but will affect contact centers that collect or process personal data of EU residents. The GDPR...
live agent

Best Practice Number Four: Give Customers Access to Live Agents and Vice Versa

You have begun to transform your call center by identifying ideal self-service processes, mimicking live agent workflow, and exploring a strong omnichannel offering. But you still need to consider the preferences of the customers you serve, particularly when it comes to “who” they prefer to engage with and for what reason.Some customers – even when presented with...
omnichannel

Reduce Repetition with an Omnichannel Customer Experience

Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video.Follow the twins, Jimmy and Johnny, to see for yourself what happens as each of them tries to execute a quite mundane task: reschedule a service appointment for their cars.The differences...
security

Focus on Security and Infrastructure – From NICE CISO

With the increased profile of information security and compliance in recent months, NICE has taken an even more vigilant stance than ever on protecting our infrastructure and our customer’s accounts. As the Chief Information Security Officer of the company, my role focuses on developing and maintaining an envelope of security over all our services and ensuring...
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NICE CXone Leads the Way with Cloud Contact Center Offering for Government Agencies

Federal agencies will soon find NICE CXone on the list of authorized providers for cloud contact center as a service (CCaaS) in the FedRAMP marketplace. Our documentation and infrastructure is currently being reviewed by a third-party assessment organization (3PAO). The audit covers both our technology (consisting of software and infrastructure) and our processes and procedures (written documentation).The extensive...