Blog

Today’s contact centers are in the midst of a transformative era, where the very fabric of traditional practices is being rewoven by the threads of innovation. With digital channel adoption up 46% in 2023, traditional workforce management (WFM) processes are being put to the test.

As AI-powered contact center tools emerge from their early, experimental status and take an increasingly important role across all areas of contact center operations, contact center leaders are eager to tap into and maximize its potential.

What customers want; what customers need; whatever makes them happy sets you free…

2024 is the year of AI, and NICE is leading the way with new capabilities using its purpose-built AI, Enlighten.

In the dynamic realm of a global contact center, the orchestration of agent schedules is a complex interplay between time zones, labor laws, forecasting algorithms, and individual preferences. In their quest for greater efficiency and effectiveness, workforce managers often rely on the Goldilocks principle.

From banking to investments to credit to insurance, customers want to work with financial services organizations they feel they can trust to have their best interests at heart as they make vital decisions about their money.

As the world increases the speed and volume of digitalization, data collection has expanded like never before. This data is typically collected for single-use purposes before being stored in a server on-premises or an off-site data center and never used again.