New Omnichannel Customer Experience Research – How Well Are You Doing?

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New inContact customer experience research, published today, reveals gap between business and consumer perceptions. In April, we released how consumers felt about their customer experience journey, now we are looking at the other side of the equation – how effective businesses think their customer service operations are. The new research, the second wave of the […]

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NICE inContact CXone is Here – Empower Your Organization

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We recently announced our unified cloud platform, NICE inContact CXone™, delivering Omnichannel Routing, Workforce Optimization, Analytics, and Artificial Intelligence on an Open Cloud Foundation. This revolutionary, one-of-a-kind customer experience platform has more than 200,000 active contact center users. Read more about NICE inContact CXone and it’s capabilities.

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Transform Data into Decisions – Mobile Mini Improves Efficiency 85%

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Cloud technology is not only here to stay but it’s poised to be the leading deployment model within just a few years. The continued attention and benefits that cloud technology provides is evolving a pace that legacy (on-premises) technology simply can’t keep up with. Besides the straight forward cost and efficiency benefits that this kind […]

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inContact Leads the Way with Cloud Contact Center Offering for Government Agencies

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Federal agencies will soon find inContact on the list of authorized providers for cloud contact center as a service (CCaaS) in the FedRAMP marketplace. Our documentation and infrastructure is currently being reviewed by a third-party assessment organization (3PAO). The audit covers both our technology (consisting of software and infrastructure) and our processes and procedures (written […]

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inSide inContact: Tips for Creating an Effective Evaluation Form

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Creating evaluation forms in the contact center can be a complicated process and often involves more than a few people. However, a completed evaluation form should be simple, easy to understand, and focused on your operations core mission. The less ambiguity the faster the impact it can have. There are several dos and don’ts you […]

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3 Ways inContact Transforms Your Customer Experience

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We believe one-on-one customer interactions have a real and lasting impact on people’s lives. It’s a belief that inspires us to relentlessly innovate in the cloud and find smarter ways to transform customer service. I’d like to share with you the three most powerful initiatives our team at inContact works at every day to help contact […]

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Contact Center and CRM: At Odds or in Harmony? Part II

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If you missed it, please read Part 1 of this blog series. It is not surprising that the question of whether to choose a contact center or CRM desktop is more common today than it was five or ten years ago. According to respected analyst house Gartner, the CRM market nearly quadrupled from 2007 to […]

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Customer Story: Swisslog Healthcare Keeps 24/7 Service Available to Hospitals

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Swisslog Healthcare provides round-the-clock service to over 3,000 hospitals. Their company designs, develops and delivers best-in-class automation solutions for health systems, warehouses and distribution centers. About 80% of North American hospitals use Swisslog pneumatic tube systems or pharmacy automation solutions. In this time-sensitive environment, the contact center’s ability to efficiently respond to emergencies is critical. […]

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Customer Story: Clearlink Maximizes Service Levels with inContact

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Clearlink provides marketing technology and customer acquisition services to large national brands such as Dish, Verizon, AT&T, CenturyLink and Progressive. With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. More Flexibility for More Profitability Clearlink regularly manipulates their phone system to address continually changing marketing […]

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