Business Consulting

Business Consulting for Contact Centres

Enhance Your Customer Experience and Optimise Your Business Processes

You already know that NICE inContact is on the cutting edge of contact centre technology. But what truly sets us apart is the industry-leading expertise we pride ourselves on having. Our Business Consultants have a wealth of knowledge across a variety of mission critical areas of operation, and utilise that knowledge to optimise your business processes, improve your customer and agent experience, and increase your ROI so you can focus on what you do best – running and growing your business. Our seasoned experts can help you in a variety of areas, from our popular core solutions to custom solutions tailored to your specific needs.

Elevate your outbound customer interactions

Engage with NICE inContact Product Experts to get the most from your CXone Personal Connection Outbound Dialer.

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Drive WFM Process Improvements

You’ve acquired a great tool to help you with staff planning and scheduling, but are you really gaining all the efficiency you could from automating your Workforce Management Solution? ROI and efficiency are the primary reasons many companies automated their WFM Solution, but often the WFM Solution never achieves the expected ROI. Some of the reasons this occurs can be due to:

  • Inexperienced WFM Team
  • Company culture
  • Perceived inequities
  • Fear of change
  • Outmoded processes

Let our WFM experts help you and your team to analyse your current processes, scheduling rules, and staffing models to maximise your WFM Solution. Our proven, four phased process will provide you with the knowledge you need to make informed decisions on your processes and drive improvements in your contact centre.

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Get the most from your CXone Omnichannel Analytics deployment channels

NICE inContact CXone Omnichannel Analytics provides actionable insights from every customer interaction to guide high-impact initiatives for measurable improvement in customer experience and agent performance. Analyse all of your voice and text-based interactions within a single, integrated application that is fully unified with NICE inContact CXone. Analytic insights can improve every customers’ experience, increase the velocity and success of improvement initiatives, help supervisors coach more effectively, enable proactive compliance efforts, and turn quality programs into strategic assets. CXone Omnichannel Analytics provides quick returns and is easy to deploy and maintain.

Learn more about gaining actionable insights from your customer interactions