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There has been a significant shift in the way that contact centres are managed and how agents are responding to changing customer behaviours and needs, writes NICE Asia Pacific president Darren Rushworth.More

Agile WEM is a way in which organisations can virtually connect their workforces in one location.More

The company was positioned highest for Ability to Execute in the Leaders quadrant of the Gartner 2020 Magic Quadrant for Contact Centre-as-a-Service.More

“With our extensive experience in the industry, BayCom has the ability to design, implement and support CXone nationwide, providing organisations with an industry-leading Contact Centre as a Service (CCaaS) solution to deliver on their customer experience strategies.”  More

According to a survey of 797 contact centre decision-makers conducted in April 2020, 70% are planning to keep more agents working from home after the outbreak, and 66% are planning to accelerate their move to the cloud.More

“This recognition from Forrester Research is, in our opinion, a testament to our ongoing dedication to delivering agility and seamless customer experiences for contact centres of all sizes.”More

Using a cloud-based infrastructure makes systems and processes available to all staff members as they work from anywhere, but it can also create a security risk if not properly protected, writes NICE president of Asia Pacific Darren Rushworth.More

Microsoft Teams is now integrated with NICE inContact CXone, which will allow contact centre agents to collaborate with others in order to close a case faster.More

NICE is working to certify the NICE Trading Recording System (NTR) under Microsoft’s Certified for Microsoft Teams certification program for compliance recording solutions.More

Any comprehensive transition plan must consider the human factors that play a key role in supporting a successful contact centre of remote agents and supervisors.More

“Contact centre leaders are looking for continuity and the ability to serve their customers in a very dynamic environment in their day to day operations."More

NICE has identified four key trends to watch in 2018 in order to create or maintain a successful contact centre.More

Optus Business has expanded its long-standing relationship with NICE with the closing of a new, customer experience focused deal.More

The solution is designed to act smarter and respond faster to ever-changing consumer expectations.More

“There are many misconceptions around RPA – robots are not taking over our jobs – it’s about integrating the right technology into the workplace."More

Consumers are in favour of voice biometrics when dealing with contact centres, according to a new survey by NICE.More

Why are customer experience efforts not living up to expectations? NICE believes a lack of customer interaction visibility may be the answer.More