Transforming Customer Experiences

The NICE inContact Blog

Voice as a Service Vaas

What is Voice as a Service (VaaS)?

If you’ve been a part of the cloud communications industry over the last 10 years, you’ve no doubt come across the acronym for as-a-service (-aas). This identifier first appeared in the term SaaS (software-as-a-service) and was quickly narrowed down to more specific industry categories such as UCaaS (Unified Communications as a Service), CPaaS (Cloud Platform as a Service) and CCaaS (Contact Center as a Service) – of which NICE inContact has become a market leader.
Training Contact Center Agents to Multitask

Training Contact Center Agents to Multitask

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?
Workforce Management Software withstanding the mandatory Digital Transformation

Can Your Workforce Management Software Withstand the Mandatory Digital Transformation?

To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat! But as consumer options and expectations for communication have evolved, contact center complexity has increased. So naturally, the complexity of forecasting and scheduling has also increased!
Three Ways Agent Experience is Boosting Customer Experience

Three Ways Agent Experience is Boosting Customer Experience

Everyone in the contact center wants to deliver a great customer experience. Unfortunately, after many years of industry focus, it is not being achieved uniformly. Many centers deliver sub-optimal results and struggle with their Customer Experience (CX) initiatives.
Ready to transform the way you achieve
your customer experience goals?
Call us at 0-800-404-9727 to talk to a specialist
Call
Live chat with a specialist
Chat
Learn more about our solutions
Request a Quote