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Advanced Chat for CXone: Vera Bradley’s Journey to Excellence

NICE inContact

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.

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SumTotal Systems Enhances Customer Support with Cloud

NICE inContact

An acquisition in 2011 proved to be especially fortuitous for SumTotal. From CXone Omnichannel Routing, ACD/IVR and Reporting, SumTotal has continued to add CXone products to its contact center operation, including CXone Agent for Salesforce®, CXone APIs and CXone Voice as a Service (VaaS). SumTotal has never looked back.

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Hoveround Successfully Navigates Customer Service ? Increases Lead Conversion 116%

NICE inContact

But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up. Once Hoveround made the move to NICE inContact CXone cloud contact center platform, however, things really took off.

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GlowTouch Announces Partnership With Department of Defense

GlowTouch

.” MSEP is a critical element of the White House’s Joining Forces initiative that was created in 2011 to address employment options and mobility for service members and their families. We provide personalized, omnichannel contact center, business processing, and technology outsourcing solutions to clients around the world.

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The Challenges of Maintaining and Upgrading Call Center Infrastructure

NobelBiz

Key Components of Call Center Infrastructure Even among the industry professionals themselves, few are those that truly understand the complexity of building a competitive call center infrastructure. Of course, not even the most advanced technology cannot run a contact center by itself (yet?).

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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. She is a trusted industry voice for guidance on emerging contact center channels and technologies. He is a GTACC Award winner and has been listed in the ICMI Top 50. LinkedIn : [link]. Website : [link]. LinkedIn : [link].