What is Digital?
The technical definition of digital is: The representation or transmission of data expressed in binary code.
However, the use of the term digital has expanded to mean much more than this. Businesses view "digital" as the many ways they have available to interact with consumers, using digital channels such as social media, mobile apps, and mobile messaging tools. Always connected consumers have demanded it and organizations have responded with rich content, personalized offers and creative interactions.
The proliferation of digital channels has transformed how businesses provide customer service. Customers can choose to chat with an agent online or have their issue solved via Twitter. And, mobile apps and home electronic assistants have empowered more customers to self-serve. Some companies offer video chat for more high touch assistance. Consumers value choice, and digital channels have enabled organizations to give it to them.
This has, of course, had a significant impact to customer service organizations. Call centers have had to transform into contact centers that can support these digital channels. Agents have to be proficient in digital channel support. Workforce managers need to forecast and schedule for multiple channels. And contact center technology has to route and automate digital interactions. It's a substantial undertaking, but also the price of doing business in the digital world.
How NICE can help
NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:
Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.