Transforming Customer Experiences

The NICE inContact Blog

Category: Multi-channel Contact Center

111 blogs
CXone Contact Center Solutions Help Radisson Hotel

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups. But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of...
digital customer

The History of Customer Service in 500 Words

The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had...
cloud contact center

Start Your Contact Center Move to the Cloud with Workforce Optimization

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report, a key finding states “Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to...
IVR system

5 Surefire Signs You Should Review Your IVR System

Time takes its toll on your IVR system, just like on everything else. It is good practice for any contact center and IVR, regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service, to conduct regular reviews. However, customer needs or business requirements may not wait for your next scheduled...
Chat Vera Bradley

Advanced Chat for CXone: Vera Bradley's Journey to Excellence

Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. They are passionate and love sharing photos of the products and how they use them every day. It’s all part of a robust customer experience, a central focus for a company that’s grown over the years by not only listening to but delighting its...
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...
2019 Gartner Magic Quadrant Western Europe

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service Western Europe

NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. Not only that, but we’ve also been evaluated as a...

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