Want to Deliver Exceptional Customer Service? Make it Speedy

VIEW May 13, 2018
Smart Customer Service - In today's hyper-competitive economy, customer experience has become a key differentiator in building brand loyalty and market share. Businesses are increasingly focused on delivering personalized, engaging interactions to create customers for life. While there are a number of ways to gauge customer experience success, such as personalized service, convenience, offering the most complete information, etc., one consistently stands out among consumers. According to the recent NICE inContact CX Transformation study, the leading indicator of successful customer service is speed.

NICE inContact CXone Expands Artificial Intelligence Apps

VIEW Apr 10, 2018
Call Centre Helper - ​NICE inContact, have announced the expansion of its artificial intelligence applications with the Omilia conversational technology stack on CXexchange, a marketplace featuring ready-to-use applications designed to integrate with NICE inContact CXone.

So, You’re Ready to Move to the Cloud-But What Kind of Cloud?

VIEW Mar 29, 2018
ICMI - ​To take full advantage of cloud benefits – and win in today’s competitive experience economy – contact centers should look for a modern, open cloud customer experience platform that enables customization, delivers a consolidated agent desktop, and empowers rapid and continuous customer experience improvements.

NICE inContact Empowers Companies in Europe to Provide Exceptional CX

VIEW Mar 28, 2018
UC Today - ​NICE inContact, has announced the availability of NICE inContact CXone™ in Europe, with redundant data centres in Frankfurt and Munich, Germany to give organisations regional access to a complete suite of cloud applications that serves local needs and enables organisations to comply with new European GDPR data security regulations effective May 25th, 2018. CXone—the world’s No.1 cloud customer experience (CX) platform—is built on a global Open Cloud Foundation that powers customer experience innovation in the contact centre with Omnichannel Routing, Workforce Optimisation (WFO), Analytics, Automation and Artificial Intelligence.

Consumers Want Fast Resolution with a Human Touch

VIEW Mar 28, 2018
Contact Center World - With more buying options today than ever, customer experience is quickly becoming the biggest business differentiator. Leveraging the right open cloud platform to support customers successfully – on their terms – is crucial to winning and retaining their business.

Winning Factors for B2B Customer Experiences - Speed, Personalization and Specialization

VIEW Mar 12, 2018
Customer Magazine - When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, and expedient resolution of issues. But, a key difference is that what might be an inconvenience for a consumer, could have catastrophic consequences for an enterprise. If the Wi-Fi is out when you want to stream Netflix, that’s frustrating. If systems management software shuts down, that could bring an entire business to a grinding halt.

Call Centers Dial In AI To Fight Off Fraud

VIEW Mar 8, 2018 - ​Call centers are getting a dose of intelligence – artificial intelligence, that is. Challenged with rising customer expectations and security concerns contact centers around the space are turning to AI to better serve callers. ​According to Chris Bauserman, vice president of product and segment marketing for call center solutions provider NICE inContact, those companies will need to focus on embracing advanced tools and strategies to better serve their customers if they hope to succeed in the future.

Why The Best Marketing Dollars Are Spent Improving the Customer Experience

VIEW Jan 18, 2018
Inc. - ​If you're reading this and you're a marketer, you might immediately think "how can I incentivize customers to advocate to their family members?" The answer is not discounts or freebies. It's a lot simpler. It has something to do with the customer experience. Turning Customers into Advocates According to a CX Transformation Benchmark Study by NICE inContact, eight out of 10 consumers will switch companies due to poor customer service and 70 percent are willing to pay more for a product or service that has a good customer service reputation.

From Caller DIY To Call Center AI

VIEW Jan 15, 2018 - ​Some companies are focusing on mixing human and artificial intelligence (AI) to make contacting call centers more efficient for consumers and call center employees alike. And while machines won’t be entirely replacing human call center agents anytime soon, they could be used to speed up authentication and information recall processes for call centers and screen out abusive callers, saving employees some time and grief in the process. NICE inContact, for one, is looking to use AI to give its contact centers a virtual upgrade. The call center software solutions provider is working with cloud communications software and solution provider IMImobile to integrate omnichannel chat capabilities into NICE inContact’s CXone cloud customer experience platform.

What to Expect for Contact Centers in 2018

VIEW Jan 10, 2018
Contact Center Pipeline - ​Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where consumers are inundated with options, delivering a seamless customer experience can be a key differentiator in building engaged, loyal customers. As we kick off 2018, businesses will continue to improve the contact center to meet changing consumer expectations, transforming it from simply a troubleshooting channel into a significant driver of business growth via better customer experience. This will require more than bolt-ons or minor upgrades to legacy infrastructure. Especially in large contact centers, there will be a renewed urgency to retool with a modern cloud platform.