Why Contact Centers Prefer to Buy Software Suites

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A technically sophisticated contact center can have more than 45 different systems and applications to optimize its performance. These systems typically break down into three product categories: Contact center infrastructure – automatic call distributor (ACD), dialer, universal queue (UQ), computer telephony integration (CTI), interactive voice response (IVR)/voice prompter Customer relationship management (CRM)/servicing applications – sales, […]

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Paul Jarman Keynote Outlines an Exciting New Landscape

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One of the highlights of ICUC 2017 at NICE Interactions in May was the product keynote delivered by inContact CEO Paul Jarman, who talked about the many exciting developments unfolding in the integration of inContact and NICE product portfolios. This new combination of tools, solutions and market-leading products opens up new horizons for what’s possible […]

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The Omnichannel Agent Experience

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In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs), email, chat, co-browse, SMS, social media and video. Contact center agents, and other company employees, must be able to deliver a consistent, […]

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You Don’t Know What You’re Missing Without CCaaS

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You’ve probably heard the expression “You don’t know what you had until it’s gone.” While this may be true, I also believe “You don’t know what you’re missing until you have it!” Think back to the 90s. You were perfectly content with your VCR – it played your movies at home, and what more could […]

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Are You Ready for Digital Transformation?

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Digital transformation is a “hot” topic today for enterprises that are striving to deliver an outstanding customer experience cost effectively. A growing number of enterprises have acknowledged the need to change the way they do business if they want to continue to be relevant to their customers. Many of these companies are not exactly sure […]

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