When migrating their communications stacks to the cloud, many organizations come face to face with a quandary: do they emphasize the business phone system and gravitate toward a unified communications vendor? Or should they focus on the specific applications needed for running their contact centers and seek out a CCaaS vendor?
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Topics:
Customer Experience,
Contact Center,
agent management,
Customer Experience Management,
Field Service,
AI & Machine Learning
When NICE acquired inContact in 2016, it began a transformation that saw it broaden its product offering and positioned itself to play a larger role in the contact center and customer experience industries. It was a prescient move, creating a firm that could supply end-to-end contact center functionality in the cloud. And it anticipated today’s market dynamic, in which NICE and its competitors are racing to define (and capitalize on) the post-contact center future.
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Topics:
Customer Experience,
Voice of the Customer,
Business Continuity,
Analytics,
Contact Center,
Data,
Digital transformation,
agent management,
Customer Experience Management,
Field Service,
AI & Machine Learning,
customer service and support,
digital business,
Experience Management
