NICE inContact

OCTOBER 21, 2019

When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. But as chat volume continued to increase, the company took its eye off some important KPIs.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

NICE inContact

JUNE 20, 2018

Once Hoveround made the move to NICE inContact CXone cloud contact center platform, however, things really took off. The company says that CXone Personal Connection, in particular, has been a real game-changer and in many ways, has revolutionized Hoveround’s contact center.

Customer Service 66

Customer Service Interactive Voice Response APIs Contact Center 66

NICE inContact

NOVEMBER 27, 2018

An acquisition in 2011 proved to be especially fortuitous for SumTotal. The acquired company was already a NICE inContact customer, which made bringing SumTotal onto the CXone cloud CX platform and rolling out CX products system-wide a natural progression.

Customer Support 48

Customer Support APIs Interactive Voice Response Contact Center 48

airespring

FEBRUARY 25, 2016

So to make it easier for you, we decided to put in the work to define cloud contact center terms and ideas in a way that anyone could understand. Over the next several weeks we will be laying out definitions, examples, and images for you to expand your cloud contact center knowledge. Have a definition you’d like to see?

Cloud contact 54

Cloud contact Interactive Voice Response Contact Center Self service 54