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Agile software can make organizations more resilient and allow them to continue serving customers in the wake of disasters. Organizations need contact center software that supports multiple proactive customer service methods and makes digital channel implementation fast and simple. Providing customers with channel options, rather than restricting them to phone-only service, provides them with convenience and can ease stress.

The right customer intelligence and quality management software provide a solid platform from which to launch customer engagement initiatives. Businesses that get this right will have loyal customers who are willing to buy more and refer friends and family.

In today's experience economy, quality is more important than ever. Consumers are much less tolerant of low quality customer service experiences. On the flip side, they'll reward exceptional customer experiences (CX) with more purchases and referrals. Under these circumstances, contact centers can't afford to have agents who are indifferent about or resentful of quality improvement efforts.

Gartner recently published the 2020 Critical Capabilities for Contact Centers as a Service research report and NICE received among the four highest scores in all use cases. We see this as a very useful resource and a real-world perspective on how NICE CXone performs in key use cases for today’s contact centers including Customer Engagement Center and Agile Contact Center. We believe that both use cases have even more relevance today and practical applications in 2020 and 2021.

If you’re one of the thousands of companies that has embraced Microsoft Teams for your internal communications and collaboration, have you ever thought about extending it into your contact center? If not, you should. And here are the top three reasons why.

There’s a lot to consider when making the software choice for your contact center. And this is why NICE CXone is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

A data lake is a repository for storing massive amounts of raw data in its native form, in a single location. It has evolved over the years, from local storage, to data warehouses, and now the data lake concept – with each step, creating better capabilities for companies to store, manage and analyze the growing amount of data generated each day.