Richard Snow's Analyst Perspectives

NICE Brings Employee Engagement to Enhance Customer Experience

Posted by Richard Snow on Dec 6, 2017 5:52:46 AM

2017 has been a year of major changes in the contact center market. There have been more acquisitions than in any year I can remember. There have also been more partnerships announced, which have at least in part been enabled by the advance of cloud-based systems. The move to the cloud has continued apace, along with the addition of new capabilities that allow employees to access systems from mobile devices. Vendors have of course announced many updates to existing systems, as well as exciting new developments around technologies such as video, collaboration, artificial intelligence, machine learning, predictive analysis and bots. Moreover, several new vendors have popped out of the woodwork with innovative new products.

Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Workforce Optimization