Transcribe and understand interactions with the most cost-effective API for contact center applications. Upgrade CX and stay ahead of the curve with APIs developed from over 20 years of contact center research and experience, backed by 70 technology patents. AI models trained on the largest CX datasets in the world built using the latest AI, ...
Engagement is about giving agents the environment, culture and systems to reach their potential, encouraging them to care about their customers and ultimately, the aims of the organisation in which they work. Empowerment implies trust in these agents, and an acceptance that some of the tight control that has been a feature of traditional contact ...
Customers embraced technology to manage all aspects of daily life and set off a digital disruption that forever changed how businesses interact with them. To meet new customer expectations, businesses adopted hybrid models that emphasise connecting with customers in digital channels and face-to-face. Not only do customers want you to be as digitally fluent as ...
It’s Saturday morning, and your customer has an issue. They pick up the remote—er, phone—and dial the number to your support line, expecting instant gratification. There’s only one problem: Your customer might not get connected with the agent they expect. Will they be a knowledgeable one? Will they be understanding and empathetic? Or will they ...
In primary school, you tapped into a wealth of knowledge that you’re still able to instantly and effortlessly access. Two times two equals four. The Roman invasion. Magna Carta. The Industrial Revolution. This is essential, schoolhouse knowledge management. In your contact centre, knowledge management (KM) is instant gratification for customers along their journey. KM is ...
This report covers industry trends that affect contact centers navigating a digital world where agent roles expanded along with customer channel choices. With actionable insight from ContactBabel, you’ll learn how to deliver great experiences customers expect in any channel. Subscribe to the Innovation Insider Newsletter Catch up on the latest tech innovations that are changing ...
Are you still trying to reach next-gen customers with your first-gen call center? Read the NICE CXone Customer Experience (CX) Transformation Benchmark and discover how successful businesses are harnessing real-time data with next-gen tools to reduce customer effort and increase revenue. Subscribe to the Daily Tech Insider Newsletter Stay up to date on the latest ...
Learn what a data-driven digital approach can achieve from closing gaps in the customer journey to prevent churn, delighting customers with hyper-personalized experiences, and reducing contact center costs. Subscribe to the Data Insider Newsletter Learn the latest news and best practices about data science, big data analytics, artificial intelligence, data security, and more. Delivered Mondays ...
Watch this 5 minute demo and get a more in-depth understanding of what NICE ENLIGHTEN can do to revolutionize your contact center into a customer experience center. From real-time insights and prompts to help agents create extraordinary experiences for customers, to hyper-personalized call routing, to real-time fraudster detection, NICE ENLIGHTEN’s AI Predictive and Interpretive analytics ...
Aberdeen’s research has shown that savvy businesses are proactively preparing for future contact center activities by utilizing AI capabilities. But more specifically, AI behavioral analytics – sometimes referred to as conversational analytics – helps these businesses to automatically find and surface contextual insights in real-time to empower agents to self-improve on their own soft skills ...