White Papers

How to Deliver Gold Standard Customer Service

Overview

The best way to give citizens outstanding customer service is to use the same tools that prevail in private sector contact centers. High on the list of such tools is an integrated cloud-based contact center solution.

Explore this whitepaper for best practices for implementing a cloud-based contact center solution that can transform frustrated constituents into satisfied customers

Demo Videos

How Government Agencies Use NICE inContact (Video) | Call Center Software

Customers from United Way Worldwide and the Philadelphia Water Revenue Bureau describe how they use inContact to overcome high call volumes and deliver high service levels.  

Customer Stories

Contact Center Customer Experience Improvements for Young Energy (Video)

An electric provider in Texas, Young Energy had few insights into their customer experience—and extracting actionable insight from the limited amount of data they had was cumbersome. Young Energy improved the customer experience from start to finish by implementing NICE CXone. Significant improvements include: 15% reduction in average handle time, 10% reduction in average speed of answer, 15% increase in quality assurance scores, and 10% increase in sales.  

White Papers

Contact Center Service for State & Local Governments

Findings of a survey by Government Technology regarding the functionality government agencies would like to see implemented in order to help operate more efficiently.