White Papers

State of contact centre transformation in the new digital world (ContactBabel)


Agent roles expanded along with customer channel choices during digital transformation. Customers chat, text, or call, and they expect you to know them after those interactions. Contact centre agents must build connections at every step in a customer’s journey, in every channel.

How do you meet these new expectations in a digital world?

ContactBabel research report State of Contact Centre Transformation in the New Digital World defines how successful digital contact centres predict customer needs, support agents handling more complex interactions, and implement the latest technology to simplify operations. You can deliver exceptional CX no matter what channel customers choose. This report covers:

  • Expanded agent roles and new skills to develop
  • Rise of the bots, robotic automation, and predictive analytics
  • Impact of remote work and gig economy
  • Team collaboration tools that raise service levels
  • Omnichannel customer journeys and more

Download the report now! Actionable insight awaits.

White Papers

Inner circle guide to AI, chatbots & more


How to deliver smarter next-gen digital experiences (inside and out)

Find out how to meet your customers at their digital doorstep with smart knowledge management self-service that reduces friction by projecting personalized content to customers seeking answers.

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Digital fluency done right! Smarter digital self-service experiences

Achieve the best customer experience and self-service success rates possible. See how NICE CXone is revolutionizing self-service by managing customer journeys where they really begin—starting at a search—and guiding customers to the most relevant self-service or proactive engagement with smarter bots across any channel.