Blog

I often train new employees trying to learn telephony, and especially international telephony, on the routing and multiple carriers, networks and equipment involved in a single international telephone call. Many find it interesting (or at least they pretend to) so I thought I’d share it here so you can appreciate what’s involved when you call your...

It used to be that you had to have money to make money. With cloud-based contact center solutions the possibilities are endless, regardless of how big your checkbook is. In fact, new research from Frost and Sullivan proves that you can reduce your call center’s total cost of ownership by as much as 58% with the cloud....

Managing a knowledgebase (KB) can seem like a scary undertaking at first, but luckily, there are a lot of fantastic resources available for any KB initiative, and I'm always happy to share what I've learned through my KB experiences. Following are a few of the tips I give to most KB managers when they are first getting...

One of our amazing clients processes refunds for a number of consumer products. When these refunds come in, it is their standard policy to issue their refunds in the form of a cash card. However, every month, they have a customer who calls into their company's contact center for a paper rebate check instead. Despite the...

This year at ICUC marked the 3rd Annual Coder Royale! It seems that each year is getting more and more competitive, as well as more and more creative. This year’s Coder Royale theme was "Innovation in the Contact Center" and the only requirement was that you used the inCloud API. The ingenuity that we were...

Here at NICE we spare no expense, go buck wild and roll out the red carpet for one day where work and play become one in the same. It’s Halloween, why not! NICE employees created a festive atmosphere by transforming their departments and cubicles into wild and frightful attractions for the afternoon when the...

As you may have noticed this morning, we announced a fantastic expanded partnership with Verint Systems Inc. We've been partners with Verint Systems for the past year, as we've been offering their award winning workforce management (WFM) solution through the NICE CXone cloud to our customers. The partnership has made Verint's fantastic solution available to companies of all...