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News : ConvergeOne and NICE Announce Launch of Customer Engagement Optimization Services (CEOS)

#contactcenterworld, @Converge_One, @NICELtd

Bloomington, MN, USA, Feb 6, 2020 -- ConvergeOne, aglobal IT services provider of collaboration and technology solutions, announced that it has partnered with NICE (Nasdaq: NICE) to launch the first release of its Customer Engagement Optimization Services (CEOS) offering. CEOS phase 1 is comprised of two solutions from NICE, a provider of cloud and on-premises enterprise software solutions, namely Interactive Voice Response Optimization (IVRO) and Nexidia Analytics.

CEOS phase 1 provides solutions for optimizing the performance of contact centers by applying analytics to IVRs and contact center speech and text channels. The dynamic nature of contact centers makes having a continuous, analytics-driven strategy critical to improving customer experience. In order to determine how to best apply the insights gained from the analytics, CEOS phase 1 solutions include ConvergeOne Services.


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"Contact center optimization starts with a deep understanding and measurement of the customer experiences that are currently being delivered. The key is extracting meaningful insights from the data already gathered in the contact center, which proactively creates opportunities to improve applications and business processes through the insights gained with industry-leading advanced interaction analytics," said Kathy Sobus, Senior Director, Customer Experience Strategy, ConvergeOne. "We are excited to partner with NICE to launch CEOS to not only enable contact centers with these applications, but also to provide services to optimize their current environment based on insights driven from analytics. CEOS phase 1 simultaneously enhances the customer experience and delivers operational efficiencies."

"With organizations focused on customer experience differentiation, NICE is pleased to partner with ConvergeOne in helping drive informed decisions that deliver unmatched customer experiences," said Barry Cooper, President, NICE Enterprise Group. "With NICE's analytics solutions we provide the visibility and insights organizations require and our partnership with ConvergeOne provides a unique opportunity to accelerate value to our customers."

#contactcenterworld, @Converge_One, @NICELtd

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About ConvergeOne:
Company LogoConvergeOne is one of the leading business communications specialists. With skills in Cisco based infrastructure, including security and wireless, collaboration, datacentre, virtualisation and storage technology. ConvergeOne works with its clients to deliver real business benefits that result in improved communications and efficiencies business wide.
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About NICE Systems:
Company LogoNICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
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Today's Tip of the Day - Language Options

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Published: Friday, February 7, 2020

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2023 Buyers Guide Visual Communications

 
1.) 
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Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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