Cloud Native vs. Hosted: Organizational Impact

VIEW Dec 25, 2018
No Jitter - ​Contact center leaders who are looking to move their customer experience applications from on-premises technology to the cloud generally go for two main options: cloud native or cloud hosted. In my my previous No Jitter post, I looked at the basic differences between these two approaches, including where each can be beneficial depending upon specific business needs. But how do differences between cloud-native and cloud-hosted applications play out within different organizations -- namely IT, operations, and finance?

NICE inContact Recognized as a Call Center Software Leader By Top Tier Research Firms

VIEW Dec 4, 2018

Salt Lake City, December 5, 2018 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced that multiple leading industry analyst firms have recognized NICE inContact and NICE inContact CXone, the world’s #1 cloud customer experience platform, as a leader among cloud contact center platforms. CXone powers over 275,000 agents operating in over 100 countries, in small, mid-sized and large enterprise contact centers.

51 Artificial Intelligence (AI) Predictions For 2018

VIEW Nov 27, 2018
Forbes - ​AI will play an enhanced, proactive role in enabling exceptional customer experience in 2018, where fast and accurate resolution is key. Today, AI in the self-service space (e.g. chatbots) helps provide fast service for transactional or traditionally self-service resolved issues. 2018 will bring AI’s proactive, context-inclusive handoff of chat sessions to live agents, enabling quicker and more complete resolution of more complex customer needs—Chris Bauserman, VP Segment & Product Marketing, NICE inContact.

Vera Bradley Sees Results with Text Solution for Customer Care

VIEW Nov 25, 2018
MultichannelMerchant - ​High-end handbag, luggage and accessories seller Vera Bradley was looking for a way to enhance the customer experience by adding texting as a contact channel, after realizing shoppers might have already been trying to send texts to customer service numbers.

NICE inContact CXone Business Line Texting Solution Helps Vera Bradley Increase Contact Center Efficiency and Enhance Customer Experience

VIEW Nov 14, 2018

Salt Lake City, November 15, 2018 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced business results for Vera Bradley achieved with the NICE inContact CXone Business Line Texting Solution, including integrated Textel two-way texting, that increases contact center agent efficiency and enhances customer experience. Textel, a NICE inContact DevONE partner, provides SMS and MMS on existing contact center phone numbers and is available on CXexchange marketplace featuring ready-to-use applications designed to integrate with CXone, the world’s #1 cloud customer experience platform. 

Privacy vs. Personalization: What Every Contact Center Manager Needs to Know

VIEW Nov 12, 2018
ICMI - ​In today’s customer experience economy, personalized interactions are a leading differentiator in creating meaningful touchpoints between you and your customers. Purchase history, channel preferences, communication style – the more you can demonstrate you know each customer and tailor the conversation accordingly, the more likely you are to create a lifelong brand advocate.

Cloud Native vs. Hosted: Pros and Cons

VIEW Nov 7, 2018
noJitter - ​As more businesses move away from traditional legacy on-premises systems, the cloud is setting a new standard for how IT professionals manage and deploy new applications. There is, however, an ongoing discussion over how to best leverage the cloud. In one camp is cloud native: solutions built from the ground up specifically to leverage the cloud. In the other camp is cloud hosted: where a third party hosts company applications on dedicated servers.