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The NICE inContact Blog

Category: Using the NICE inContact Platform

145 blogs
digital customer service is new marketing

Why Digital Customer Service is the New Marketing

If orange is the new black and 40 is the new 30, then digital customer service is the new marketing. To understand why that's important and what it should mean for companies, it's necessary to get an idea of how marketing and customer service have been siloed and why this has harmed both departments. In principle, marketing and customer service would seem...
CXone contact center solution

CXone Cloud Contact Center Software Helps Energy Company Soar

As one of Europe’s largest and fastest-growing energy producer/retailers, the company has more than 20,000 employees and had been generating power—electricity and heat—in Sweden, Denmark, Finland, Germany, the Netherlands and the United Kingdom. Its mission: to make fossil fuel-free living possible within one generation. CXone cloud contact center software would be pivotal in the company’s growth...
artificial intelligence

‘What’s Next’ is Here Today: Integrating AI into CXone Solutions

Everybody’s talking about artificial intelligence (AI)! But if you’re like most, you’re wondering how to harness AI’s amazing potential and incorporate it into your contact center in ways that will benefit customers, agents and the organization. In fact, you may be wondering where and how to start. Good news! Our webinar CXone and Artificial Intelligence in Action will...
phone, email and chat interactions

NeoNova: ‘CXone Cloud Contact Center Platform Has Been a True Game Changer for Our Business’

Today, NeoNova’s 180-or-so agents working in three contact center and remote locations provide support and technical help—upwards of 75,000 phone, email and chat interactions annually— for rural customers of its regional internet service provider clients. But for years, the company had been using an outdated, on-premises contact center system that had severe limitations—it could handle only calls and...
remote work

Top Three Myths of Hiring Remote Contact Center Agents

Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity...
CXone enhances Empire Today

Empire Today Moves to CXone an Easy Decision

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NICE inContact and the CXone cloud platform came soon thereafter. “It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. By the time the home improvement and furnishings company...