Transforming customer experiences

The NICE inContact Blog

Category: Advantages of the Cloud

457 blogs
Your IVR wants to sing 5 reasons to consider conversational AI

Your IVR wants to sing! 5 reasons to consider conversational AI

When it comes to making investments in customer service improvements, it’s hard to beat the transformational power of conversational AI to deliver a better customer experience in the contact center. In this blog post, we’ll dig into conversational AI – what does it mean for IVR and why businesses should care.
Call Center vs. Contact Center - 17 Differences You Should Know About

Call Center vs. Contact Center - 17 Differences You Should Know About

What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label. There are important differences between call centers and contact centers.
Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends. The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.
Work from Anywhere Why the Future of Contact Centres is Cloud Based

Work from Anywhere: Why the Future of Contact Centres is Cloud-Based

As organisations transition to a post COVID-19 world, contact centre employees need to be able to work from anywhere for businesses to stay competitive. Explore why the future of contact centres is cloud-based, and how to enable your contact centre team to work from anywhere without compromising productivity or security, while delivering a consistent and outstanding customer experience.
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