Advanced Chat for CXone: Vera Bradley’s Journey to Excellence
NICE inContact
OCTOBER 21, 2019
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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