Recent Posts


Realize Real ROI – Part 1

Thursday, May 26th, 2016

A client recently asked us, “Why is it that every time I purchase a piece of software, I never come close to realizing the ROI was promised?”

Your company may too be making significant investments in new contact center infrastructure: CRM systems, workforce optimization or other solutions designed to help you deliver a great customer experience. You’ve talked to industry analysts, done the research, developed a great RFP, maybe even done a quick “bake off” between vendors to ensure you make the best possible technology choice for your business. You are excited about how this technology will revolutionize the way you work and will usher your contact center into a new golden age of customer centricity and omnichannel greatness.  

voice of the customer

Voice of the Customer is More than Just Feedback Surveys

Tuesday, May 24th, 2016

Voice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers. What do they want? What do they need? Are customers expecting something that you aren’t currently providing?

Customer experience is being increasingly targeted as a differentiator for companies in multiple industries. Voice of the Customer is a critical part of ensuring your customer experience is up to par.


We’re Joining NICE to Usher in a New Era in Customer Experience

Friday, May 20th, 2016

Yesterday it was announced that inContact has agreed to be acquired by NICE, the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets.

This acquisition ushers in a new era in customer experience, where the two market leaders are joining forces to provide the industry’s first fully integrated cloud contact center solution suite. The business requirements around customer experience are rapidly evolving as a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and increase loyalty and “always on” consumers. 


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2016-05-24 03:17:03
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