Survey Says: Businesses Don’t Always Know How Effective Their CX Is

VIEW May 24, 2019
CRMXchange — The 2019 NICE inContact CX Transformation Benchmark polled contact center leaders in the United States, United Kingdom, and Australia. “The latest release gives us the results of the businesses, about 900 companies all told," said Laura Bassett, senior director of product marketing at NICE inContact. "One of the things we find most interesting is that businesses believe they provide a higher level of service across every channel than consumers do; they are 15% more likely than consumers to say that they make it easier for consumers to get their issues resolved in their preferred channels.”

AI for Speech, Other Uses Primary Message from NICE Interactions

VIEW Apr 24, 2019
Speech Technology Magazine ​— ​Delivering and leveraging artificial intelligence throughout the contact center, including several AI-enabled speech capabilities was the theme of the NICE Interactions 2019 Conference, which drew an estimated 3,000 attendees. On the first day of the conference, NICE announced the spring release of the NICE inContact CXOne contact center suite, which provides end-to-end artificial intelligence capabilities.

NICE inContact Interactions 2019 in Review

VIEW Apr 24, 2019
Security Boulevard ​— ​PCI Pal was thrilled to be part of the 3,000+ individuals taking part in NICE inContact Interactions this past week in Las Vegas, NV. As a partner and silver sponsor of the event, we had a front row seat to the sessions, interactions, and conversations taking place. The theme of “Personal. Connections. Elevated.” was at the forefront of these discussions.

NICE Interactions: Personal Connections Elevated

VIEW Apr 19, 2019
No Jitter ​— ​My title here mirrors the theme of NICE’s annual Interactions event for customers, partners, and analysts, held this week in Las Vegas, Nev. This year’s Interactions event was the biggest ever, with more than 3,000 attendees — 42% larger than 2018’s estimate of 2,100. When I reflect on what I saw and heard, this is how each of those words were brought to life at the event for me.

NICE Interactions — Personal Connections Elevated

VIEW Apr 19, 2019
BCStrategies — NICE held its annual user conference, Interactions, in Las Vegas, with a day set aside for analysts to delve into the company’s products and services. The company has a broad customer experience portfolio, including a cloud-based contact center platform, as well as analytics, workforce optimization (WFO), automation and AI.

AI Drives Contact Center Efficiency, NICE Stresses at Its Interactions Conference

VIEW Apr 17, 2019
SMART Customer Service — While contact centers handle billions of transactions annually and increasingly use automation and artificial intelligence to aid efficiency, they can still go further in their use of machine learning and related technologies to further improve the customer experience, speakers said at the NICE Interactions 2019 Conference.

How Digitalisation will Impact the Contact Centre Market

VIEW Mar 29, 2019
UC Today - ​As digital channels continue to penetrate the contact centre industry and enhance customer experience, I reached out to Chris Bauserman, VP, Segment and Product Marketing NICE inContact, to get this thought on how digitalisation was impacting the industry so heavily dominated by voice in previous years.

5 Ways to Improve the Contact Center

VIEW Mar 18, 2019
Contact Center World - Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Here are some of the things we learned.

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

VIEW Mar 5, 2019
Contact Center Pipeline - Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work, seamless omnichannel options for customers, and fair, accurate scheduling. But one of the most critical components are the contact center agents themselves. Representatives live on the front lines and they are the personification of your brand—helping customers solve problems and identifying upsell opportunities.

Unravel CX Complexity, Starting with the Contact Center

VIEW Mar 1, 2019
Contact Center World - As we continue to see, customer experience (CX) has moved ahead of product and price as the leading brand differentiator. True customer delight is shown to not just improve brand loyalty, but also increase customer lifetime value. Research from Forrester measures the CX Index scores and its impact on revenue, and when it comes to CX, a little can mean a lot. Just a 1-point improvement in a CX Index score can lead to an incremental $244 million in revenue for certain industries.

The Pros and Cons of Contact Center Outsourcing

VIEW Feb 1, 2019
Contact Center World - ​Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

How to Build A Modern Contact Center

VIEW Jan 29, 2019
Contact Center World - ​The evolution of every contact center is different. Medium sized organizations, in particular, are diverse, each with their own unique set of needs, opportunities and challenges. But once a contact center has committed to evaluating what’s needed to take the next step, how can you turn that intention into action?

3 Ways Agents Can Add the Human Touch to Digital Experiences

VIEW Jan 16, 2019
ICMI - ​The shift from traditional call centers to modern omnichannel contact centers can feel as different for both agents and customers as the shift from in-store retail to e-commerce. The virtual ‘cockpit’ of the modern agent now includes automation and artificial intelligence (AI), analytics, intelligent omnichannel solutions, and a bevy of digital channels – all becoming standard-issue for supporting exceptional agent-customer interactions. In fact, according to the latest findings of the NICE inContact CX Transformation Benchmark Study , digital channel usage is up significantly. And among U.S.-based consumers, the use of email doubled and online chat tripled between 2017, and 2018.

Delivering an Excellent Omni-channel Experience

VIEW Jan 11, 2019
UC Today - ​Excellent interactions—consistently and across all touchpoints–are the foundation of an effective customer experience that will build long-lasting customer relationships. Without the availability of adequate channels and processes to enable good quality engagement, all other aspects of the customer journey could be unwittingly blunted.

What to Ask When Modernizing Your Contact Center

VIEW Jan 3, 2019
Contact Center World - ​For operations leaders at medium sized organizations, contact center modernization has become a significant priority. As contact center technology has become more advanced and comprehensive, organizations who have not kept up are approaching functional obsolescence. Delaying modernization can have a direct, negative impact on your business. Maybe with rising call volumes you’re seeing a disproportionate increase in operating costs. Maybe it seems more difficult to retain customers. Perhaps outbound sales efficiency has stalled. All of these could be tell-tale signs that your contact center is due for an upgrade.

Cloud Native vs. Hosted: Organizational Impact

VIEW Dec 26, 2018
No Jitter - ​Contact center leaders who are looking to move their customer experience applications from on-premises technology to the cloud generally go for two main options: cloud native or cloud hosted. In my my previous No Jitter post, I looked at the basic differences between these two approaches, including where each can be beneficial depending upon specific business needs. But how do differences between cloud-native and cloud-hosted applications play out within different organizations -- namely IT, operations, and finance?

51 Artificial Intelligence (AI) Predictions For 2018

VIEW Nov 28, 2018
Forbes - ​AI will play an enhanced, proactive role in enabling exceptional customer experience in 2018, where fast and accurate resolution is key. Today, AI in the self-service space (e.g. chatbots) helps provide fast service for transactional or traditionally self-service resolved issues. 2018 will bring AI’s proactive, context-inclusive handoff of chat sessions to live agents, enabling quicker and more complete resolution of more complex customer needs—Chris Bauserman, VP Segment & Product Marketing, NICE inContact.

Vera Bradley Sees Results with Text Solution for Customer Care

VIEW Nov 26, 2018
MultichannelMerchant - ​High-end handbag, luggage and accessories seller Vera Bradley was looking for a way to enhance the customer experience by adding texting as a contact channel, after realizing shoppers might have already been trying to send texts to customer service numbers.

Privacy vs. Personalization: What Every Contact Center Manager Needs to Know

VIEW Nov 13, 2018
ICMI - ​In today’s customer experience economy, personalized interactions are a leading differentiator in creating meaningful touchpoints between you and your customers. Purchase history, channel preferences, communication style – the more you can demonstrate you know each customer and tailor the conversation accordingly, the more likely you are to create a lifelong brand advocate.

Cloud Native vs. Hosted: Pros and Cons

VIEW Nov 8, 2018
noJitter - ​As more businesses move away from traditional legacy on-premises systems, the cloud is setting a new standard for how IT professionals manage and deploy new applications. There is, however, an ongoing discussion over how to best leverage the cloud. In one camp is cloud native: solutions built from the ground up specifically to leverage the cloud. In the other camp is cloud hosted: where a third party hosts company applications on dedicated servers.

NICE inContact Named to Magic Quadrant Again

VIEW Oct 22, 2018
Workforce Optimization - ​Victory is earned. Each sale, positive interaction and happy customer is a victory. Some larger than others, but all fall in the win column. In the contact center, possessing a winner record is the result of putting the right people, technology and processes in place. Our omnichannel world demands more from the contact center than ever before so choose its components wisely.

NICE inContact Named a Leader in CCaaS Gartner Magic Quadrant

VIEW Oct 18, 2018
Contact Center World - ​NICE inContact, a NICE (Nasdaq: NICE) business, has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America report. NICE inContact achieved the highest overall position for its ability to execute.

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