Blog

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report, a key finding states “Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to...

For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. But maybe there is a happy medium for your agents - like when you are playing your favorite game or sport and completely lose track of time. Some people refer to that phenomenon as “being in the...

Even as Bridgevine, a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. The old system offered almost no performance visibility...

I don't know if the retail industry invented the term omnichannel but it was the first place I can remember hearing the term. The term was intended to capture the fact that, until then, you could deal with a single brand that had both brick-and-mortar and online stores, but the customer experience was as if they were...

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives. Seeing all interactions reveals the big picture of what is really happening in your contact center. This is where CXone...

Sometimes it's the journey that teaches you the most about your destination. The customer journey speaks volumes about the paths that lead customers to exceptional experiences or problematic outcomes. This sentiment certainly rings true for Western Union's recent implementation of NICE Nexidia's Customer Journey Analytics to ensure a frictionless payments experience for their customers.

Time takes its toll on your IVR system, just like on everything else. It is good practice for any contact center and IVR, regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service, to conduct regular reviews. However, customer needs or business requirements may not wait for your next scheduled...