Blog

In the first installment of this series I spoke about contact centers, the large amounts of money spent and resources that companies spend on you, their customer. However, for many people, the operations of a contact center are foreign. In the contact center world, employees account for up to 75% of expenses. The vast majority of those...

Cisco recently announced a new product that promises to be the foundation of the next-generation Internet. The new product is a router, the CRS-3, for the core Internet carriers, but as routers go, it may just be the most advanced router on the planet. This routers effectively triples the capacity of the previous product paving the...

You know a trend has made it into the mass market when it makes an appearance in a major Hollywood movie. In the case of social media, it was Iron Man when the character Tony Stark admonished, "I don't want to see this on your MySpace page". Social Media is having a dramatic effect on how people connect...

Millions of times every day, customers interact with organizations through their contact centers. Hundreds of thousands of agents across the globe are tasked with representing the organization which employs them in variety of sales, service, and support functions. More often than not, the contact center agent is the only "human connection" the customer will ever...

NICE is pleased to see their product offering playing a hand in the support provided to the 2010 Haiti Earthquake Relief effort. As impromptu as the earthquake was, NICE’s customer, InService America (ISA), was quickly presented with the urgent need to allocate 65 additional agents to staff lines dedicated to raise money for the Earthquake victims....

Today NICE CXone has customers and agents using NICE CXone in many countries around the world. When you are servicing customers and phone calls that span the globe you have to solve a variety of problems: Physics. I had a boss one time who used to say ‘It’s Gravity’. As we all know gravity is a...

Paul Jarman was honored by Utah Business magazine at their annual CEO of the Year event on March 25, 2010. Paul began his speech by stating that "business is a team sport" and thanking his employees and family for helping to build NICE CXone- particularly through its transformation from a telecommunications provider to the leading on-demand call...