NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. And to further demonstrate our commitment, in 2020 NICE inContact will double investment in Western European operations to accelerate growth and support our growing customer base.

Contact Center AI – What’s out there?


Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out.

9 Ways Millennials Have Transformed Contact Center Customer Experience

NICE inContact

By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations.

3 Practical Ways AI in the Contact Center Gets Real


Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. First of all, any technology that makes the contact center faster and more productive is a good thing.

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair.

11 Contact Center Technologies to Boost Customer Satisfaction


According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks.

Why Are So Many Contact Centers Switching to Cloud Phone Systems?

CSM Magazine

More and more businesses are taking the plunge and moving their contact centers from on-premise PBX to cloud phone systems. By 2020, 50% of call centers that don’t use cloud technology will have made the switch to cloud based phone systems.

Top 2016 Customer Service Trends for Contact Centers Who Want to Keep Their Customers


The hottest trend in business today is what your call center is all about: extraordinary customer service. The writing is on the wall: By 2020, see fast resolution as their #1 need. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied? Read More. Jacada Blog

Why Build a Contact Center Instead of a Call Center?

Win the Customer

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 billion by 2020, Markets and Markets projects.

Advanced Chat for CXone: All That and More

NICE inContact

In our webinar, Boost Contact Center KPIs with Advanced Chat for CXone , you’ll can learn key findings as well as how chat has helped ECSI — customized digital solutions for higher education—transform its contact center , improve its KPIs (key performance indicators) and exceed customer expectations.

Customer Experience Conference and Events Calendar 2019 – 2020

Smarter CX

Looking for customer experience conference and events information for 2019 and 2020? Hynes Convention Center; Boston, MA. Moscone Center; San Francisco, CA. Customer Contact West: A Frost & Sullivan Executive MindXchange. IMCI Contact Center Connections. January 2020 CX Events and Conferences. National Retail Federation (NRF) 2020 Retail’s Big Show. January 12 – 14, 2020. Javits Convention Center; New York, NY.

FCR Solutions Spotlight - AnswerDash highlighted as Contact Center Tech to Watch

Answer Dash

It’s been an interesting quarter in the contact center technology space. Salesforce announced that is going away in March 2020 and they’re moving customers to Service Cloud Lightning.

How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. All contact channels must be displayed and tracked with the recording software for assessment.

Are You Best Positioned to Digitally Transform and Differentiate Your Organisation?

NICE inContact

Roll on 2020!! Advantages of the Cloud Call Center Best Practices Contact Center Management Contact Center Trends & Insights CRM Insights from the UK NICE inContact CXoneSalesforce World Tour London 2019 is over, and we at NICE inContact in UK and Ireland already are planning and looking forward to next year’s event.

Here’s an Idea: Put Millennials’ Needs First


What does that mean for outsourced contact center employers? The idea of contributing to the greater good – and doing meaningful work – is one that drives many major life decisions for the Millennial generation, even the decision about working in a contact center.

Millennial Generation Customer Service – The Ultimate Guide


trillion in spending — in the United States by 2020. According to a report by Pew Research Center , 85% of Millennials say they use social media. Having grown up with the Information Superhighway, they will attempt to solve issues on their own via google, youtube or other online resource before contacting a company representative for assistance. A day in the life of a Millennial.

AI Customer Service: Today’s Most Transformative Technologies


In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Contact Center workload management.

The 3 Hottest Trends Impacting Outsourced Customer Care


Strategic Partnerships with Contact Centers. “ This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. 5 Procurement Tips for Seeking an Outsourced Contact Center.

AI and Customer Care: The Future is Here


IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. Forget AI being the future of the contact center. AI is the now of the contact center. The Future of AI in the Contact Center.

How to Achieve Personalized Customer Service with AI Tools


According to a 2018 survey , 15% of Americans say they have used a chatbot to interact with a company in the prior 12 months, and Gartner projects that more than 85% of all customer interactions will be managed without a human by 2020. Hello. Thanks for calling our Hotel. How may I help you?

Tools 168

AI bringing efficiency, convenience and better decision-making to Customer Service


The steady progress toward deeper implementation of AI within the contact center is inevitable. AI in Customer Service AI in call center Bots call center innovation Call Center Solutions call center technologies contact center Customer Satisfaction Customer Service

Technology Based Solutions to Enhance Customer Retention Strategies


In fact, data from Walker predicts that customer experience will overtake price and product as the key brand differentiator for B2B by 2020. Customer churn in the age of information is a fact of life for every business in every industry.

The future of Co-browsing: 5 Trends to Watch


According to a 2018 survey , 15% of Americans say they have used a chatbot to interact with a company in the prior 12 months, and Gartner projects that more than 85% of all customer interactions will be managed without a human by 2020. Show, Don’t tell.

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Customer Service Innovation — How Chatbots are Evolving


Business Insider says that 80% of companies will be using chatbots by 2020. 48% of consumers would rather connect with a company via live chat than any other mean of contact. 21% of consumers see chatbots as the easiest way to contact a business.

Ready or Not: AI Customer Service Will Change Your Business and Brand


With predictions that 85% of all customer interactions will happen without customer service agents by 2020, it’s easy to assume the customer service world’s perspective might be clouded by doom and gloom. Contact us and increase the speed and perception of your solutions.

Research: The Future of Customer Service is an Adaptive Workforce

Think Customers

One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group.

Proactively Use VoC Insights to Blow Your Customers’ Minds


They say that by 2020, customer experience (CX) will overtake price and product as the No. The way I see it, companies won’t make it to 2020 if they don’t start adapting now. CX and Contact Center

Infographic: For horror, press 1: The IVR that ate CX


The writing is on the wall regarding CX – but most businesses are saddled with the Contact Center that Time Forgot. AI is the top trend among CIOs in 2019, and 80 percent of organizations want to use chatbots by 2020, according to Gartner – even as customers clamor for more human contact. And one of the earliest and most important areas for this is in the contact center – the place your customers go in moments of truth.

Five Priorities for Marketers Delivering Great Customer Experience


The Economist Intelligence Unit recently released a report revealing 86 percent of CMOs and senior marketing executives believe that, by 2020, they will own the customer experience from start to finish.

How Digital is Improving Customer Experience in Call Centers


We’ve written about what to know about Automatic Call Distributors , but times change and so do contact center’s needs and customers’ expectations. Stop those angry calls from customers saying they’ve contacted you through multiple channels. Call Center

7 Top Priorities for the Future of Customer Engagement


CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. By 2020, the number of connected “things” is expected to rise to 30 billion. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. By the year 2020, your washing machine breaks down.

Why Self-Service is the Future of Customer Engagement


But the overall business and your individual contact center agents also play key roles in driving high customer engagement. Why Contact Center Agents Should Love—Not Fear—Online Self-Service. It’s important you help contact center agents understand their new relevance.

The State of Social Customer Support in 2018


We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. And finally, you need 2020 metrics – not 2016 metrics.

Guest Blog: The Customer Experience’s Impact on Customer Churn


It is so powerful, that it’s predicted to trump price and product as the primary brand differentiator by 2020. This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers.

Five strategies to improve customer experience in telecoms


Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches.

How to Make Your Customer Experience Stands Out in the Experience Economy

CX Journey

Fortunately, you don’t have to be Apple to stand out in your industry; even small changes in the contact center can shift your service from forgettable to remarkable. In the contact center, you can give customers the pleasure of chatting with friends by treating them as friends.

AI is the Powerhouse Enabling Friendly Customer Service

CSM Magazine

Gartner recently found that by 2020, 55 percent of major brands will have some kind of AI initiative in place, many of which will be focused on customer service. And how is technology changing the game in terms of operational efficiency, agent morale, and support center profitability?