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Contact Center Solutions Week In Review: NICE, SpiceCSM, & More

August 26, 2017

This week, Contact Center Solutions was all about making sure that customer engagement was on the forefront while technology is consistently making strides to ensure the safety of businesses as well as clients.


The week kicked off with the concept of Artificial Intelligence (AI) and machine learning becoming more of an asset in the workplace. It is said that AI is becoming not only more efficient but more effective in terms of feeding data as well as enhancing accuracy. Artificial Intelligence has also become a force to be reckoned with as it makes even the most complex challenges much simpler. Banks and businesses are also taking advantage of KYC (Know Your Customer) as a way to ID clients and ensure safety. You can read more about these new innovations in the complete article here.

The NICE Compliance Center has become a call recording solution that combines media encryption as well as analytics and voice recording. The safety that it brings for customers is a huge reason why it is a top choice and a critical asset for any business. “The NICE Compliance Center empowers organizations to meet regulatory demands, while providing the agility needed to quickly adapt to legislative changes, according to Miki Migdal, President of the NICE Enterprise Product Group. You can read the full article right here.

To keep the NICE spirit up, CSU contact chose NICE’s cloud based Nexidia Analytics Solution as a way to enhance efficiency in their contact center. With this decision to add Nexidia, manual tasks have pretty much ceased therefore the focus can now be on analysis in a real-time nature. “Our Quality Assurance teams are able to provide more extensive services, and CSU is able to deliver greater business insight and process improvement recommendations to our customers,” claims Ricardo Leite, CFO, IRO and CSU.Contact General Director. You can read the full article right here.

Finally, SpiceCSM joined with inContact DEVone to aid in enhancing the NICE CXone customer engagement platform. The main mission is to make the client/customer the epicenter of any and all relations and with the “meeting of the minds,” so to speak, this is becoming a reality. By working together, we can easily see how NICE’s inContact CXone concept can come to life and actually make a difference when it comes to customer relations. To read on about this merger, click here for the full article.

That wraps up the week at Contact Center Solutions and it seems that the consumer is now going to be at the forefront more so than ever while strides are being made to ensure efficiency. Come back next week to see what awaits the consumer driven world.


 

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