Blog

The Payment Card Industry (PCI) Data Security Standards have gained significant attention in the call center market. In this section of the whitepaper we will discuss what those standards are, how they affect recording applications, and what you can do to help ensure your recording system operates in respect of those standards. We have researched this topic extensively; however, NICE is not affiliated...

You have decided to start an integration project for your NICE Cxone contact center deployment with one or more other business critical applications. You have the resources that can do an optimal job because they have intimate knowledge of requirements and applications. However, you also know that your developers are not yet very familiar with the interfaces on the...

It can be difficult to decide which bandwagon to get on board. Once you pick one, when do you get on? Is this a fad or a trend? A market ripple, a wave or a tsunami? Which one is worth the investment of time, effort and capital? Will the Seattle Seahawks, 2014 Super Bowl Champion, be the next...

At NICE CXone we, more than anyone, understand that your contact center is a critical driver of your business processes, and that there are other tools such as your CRM system, ticketing or other applications that are equally important to your customer service strategy. We understand that in order to achieve the maximum overall value there needs to...

Ben Cohen, co-founder of Ben & Jerry’s, said, "There is a spiritual aspect to our lives – when we give we receive – when a business does something good for somebody, that somebody feels good about them!" NICE CXone is proud to work with companies who don’t just talk about the importance of customer service, they live and...

Can you imagine going to a basketball game without a scoreboard? There would be a lot of shouting and action but how would you really know what was going on? Everything in the contact center is a lot more fun—and productive—when everyone can see the up-to-the-minute score. The latest electronic scoreboards have all the stats and are essential...

At the beginning of the year, industry analysts laid out their predictions for customer service trends and contact center software innovation in 2014. These predictions centered on a few common themes: contextual customer service, multi-channel support, advanced analytics and reporting, and platform openness. In April, we announced our 14.1 release to address these trends and stay on...