What is a Virtual Currency?

Virtual currency is a key element of gamification. Virtual currencies are coins or tokens specific to a gamification strategy. They are used to reward players and create an in-game economy. Virtual currencies are most powerful when complemented by a virtual marketplace where employees can spend their coins. Agents can earn virtual currency by exhibiting strong performance in games and challenges. And of course, all games and challenges are tied to specific contact center KPIs and business goals. So the stronger the performance, the more virtual currency an agent earns.

How NICE CXone can help

NICE CXone is the market leading call center software used by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. Our performance management solutions provide the information operations leaders need to monitor, analyze, and continuously improve contact center performance. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Engagement – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording, and performance management (PM).

Customer Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.