Overview
NICE inContact CXone integration to on-premises NICE WEM extends the economic life of existing WEM products while initiating migration to the cloud, enabling contact centers to improve flexibility with cloud omnichannel routing.
NICE Quality Management Cloud Integrated with CXone (PDF)
In today’s challenging business environment, contact centers must continuously demonstrate how they are contributing to business results. To achieve these goals they need to improve operational efficiency, respond quickly to customer issues, and maintain a highly trained and professional staff. Central to all these issues is agent performance. Contact centers worldwide implement quality programs seeking to inspire their agents to peak performance. This goal is very difficult to achieve through traditional, random quality management. With Supervisors and QM teams sampling random agent interactions, business insights and performance gains are accomplished by pure chance.