Have you ever wondered if speech analytics could “really” work for your organization? Join us for a unique look at how Expivia uses NICE inContact CXone Interaction Analytics to transform their business. You’ll hear from veteran presenter, Tom Laird, in this webinar as he shares the unique ways his BPO business made processes for quality management, fraud protection, and legal cases easier to identify, manage, and solve.
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NICE inContact CXone Workforce Management
Among your contact center resources, your agents are the most critical. They interact with and deliver services to customers, thus directly affecting customer satisfaction and loyalty. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Utilizing our workforce optimization technologies developed with Artificial Intelligence at the core and leveraging advanced statistical and mathematical optimization, NICE inContact Workforce Management answers the industry’s need and delivers breakthrough performance improvements.