Transforming customer experiences

The NICE inContact Blog

Read more blogs by Stephanie Brewer

27 blogs
How Contact Centers are Rising to the Demands of Consumers Based from Home

How Contact Centers are Rising to the Demands of Consumers Based from Home

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive. Stories of automating routine tasks and providing automated self-service options, while highlight how contact center focused on enhancing personal CX by allowing agents to do their best work will be a focal point for businesses.
Globe next to rising chart for globalization of contact centers

CXone Enables Companies to Provide Exceptional Customer Experience Globally

As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival.

CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

Even as Bridgevine, a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. The old system offered almost no performance visibility...

CXone Cloud Contact Center Software Helps Energy Company Soar

As one of Europe’s largest and fastest-growing energy producer/retailers, the company has more than 20,000 employees and had been generating power—electricity and heat—in Sweden, Denmark, Finland, Germany, the Netherlands and the United Kingdom. Its mission: to make fossil fuel-free living possible within one generation. CXone cloud contact center software would be pivotal in the company’s growth...

NeoNova: ‘CXone Cloud Contact Center Platform Has Been a True Game Changer for Our Business’

Today, NeoNova’s 180-or-so agents working in three contact center and remote locations provide support and technical help—upwards of 75,000 phone, email and chat interactions annually— for rural customers of its regional internet service provider clients. But for years, the company had been using an outdated, on-premises contact center system that had severe limitations—it could handle only calls and...

Empire Today Moves to CXone an Easy Decision

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NICE inContact and the CXone cloud platform came soon thereafter. “It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. By the time the home improvement and furnishings company...