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We continue to offer Nortel Symposium users a plethora of 21st century functionality to proactively manage their customer interactions by moving them to the NICE CXone Cloud. Overnight there is easy call recording with instantaneous access via a wide variety of search criteria! Skills based routing with 5 levels of proficiencies. Did I mention the...

I'm one of those people who watches the Super Bowl just for the commercials. At $3.5 million for a 30-second spot in this year's Super Bowl, you have to assume that only the best of the best will be present. Given the sheer volume of eyeballs on those ads, you have to anticipate that the companies will...

A well-scripted IVR (Interactive Voice Response) system can provide significant benefits to customers by offering services around the clock, 24/7, including holidays, saving a business time and resources. It can also provide new services that could never have been cost justified if using real people; it can help to handle high call volumes; and enables customers to handle...

I have a good friend who runs the social media monitoring for his company. Over the holidays there was an incident at one of his company’s locations that caused a huge stir and 1000+ tweets, Facebook posts, etc. by customers, their friends, and others. The company handled the customer’s issue, one they had never come across before,...

As they say, good news bears repeating. We don't often do this on this blog, but I wanted to share some great news with all of our loyal blog readers, and the easiest way to do that was to repost a press release we issued this morning in its entirety. This is a great time for inContact,...

I've long been fascinated by the move toward Work From Home (WFH) agents in the contact center industry. It just seems to make sense - lower costs for contact center operators and a happier work environment for contact center agents. As I've talked with successful contact center managers/operators who are utilizing the WFH model, I've seen some trends...

The Internet is a fascinating environment. By design, it is a network that was created to aid in the distribution and collaboration of information. While this inherent attribute has created an environment of rich opportunities and worldwide benefits, it also creates conflicts, and a great number of legal conundrums. One major reason for this conflict is that...