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NICE inContact, a NICE (Nasdaq: NICE) business, announced that NICE inContact CXone, a cloud customer experience platform, won gold in Contact Center World’s Top Ranking Performers Global Awards. CXone placed first in the Best Technology Innovation Award Vendor – Live Agent Support Solution category, which recognizes companies that demonstrate a technology solution that supports and enhances contact center agents’ performance by providing assistance before, during and/or after customer contact.
According to the NICE inContact CX Transformation Benchmark Study, agent-assisted digital channel usage is up significantly – among U.S.-based consumers the use of email doubled and online chat tripled while text grew ten-fold between 2017 and 2018. With today’s consumers expecting the ability to communicate with companies anytime, anywhere, with any device, contact center agents need the right tools that can support these demands. CXone, a digital-first omnichannel solution, supports more than 30 channels, empowering contact center agents to provide quick and efficient resolutions for customers – no matter the channel.
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"As the front-line team fielding consumer interactions, there's a lot of pressure on contact center agents to deliver seamless, consistently engaging interactions. One bad customer experience can lose a customer for good," said Paul Jarman, CEO of NICE inContact. "With its omnichannel, digital-first approach, CXone enables agents to know each customer’s journey and to personalize the experience across all channels, win every interaction and earn lifelong loyalty. This recognition by Contact Center World further validates CXone as a forward-looking, innovative technology that’s disrupting the customer experience journey."
"We are thrilled to recognize NICE inContact CXone for the 2019 Best Technology Innovation Award – Live Agent Support Solution from ContactCenterWorld.com," said Raj Wadhwani, President of Contact Center World. "As the world’s largest association for the contact center industry, we are pleased to recognize CXone for this award as it provides a seamless omnichannel customer experience and empowers contact center agents with the right tools to make each and every interaction great. NICE inContact is the first organization in the Americas to win this prestigious annual award which is part of our Global Awards Program now in its 14th year."
The ContactCenterWorld.com Global Awards Program, now in its 14th year, recognizes the industry’s best professionals, teams and companies. The best of the best compete for world class performer medals, benchmark, learn and share at Master Class conference sessions that accompany the Top Ranking Performers Conference.
The ContactCenterWorld.com awards are regarded as the most prestigious global awards program in the industry - some even refer to them as being like the Olympics! Started in 2006 the awards are also fair, unbiased and valuable
Find out more about awards from ContactCenterWorld.com Awards at www.contactcenterworld.com/awards
Find out more about ContactCenterWorld.com events at www.contactcenterworld.com/conferences
About NICE inContact:
NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
Published: Friday, June 21, 2019
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
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