Global Enterprise-Grade Communications

Gregg and NICE inContact

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Omni Channel Contact Center

NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation.

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Omnichannel Routing 

CXone Omnichannel routing is a contact center routing and interaction management suite that empowers your agents positively and productively interact with customers in any channel.

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Skills-based Omnichannel routing and universal queue is provided for:

  • Inbound voice

  • Outbound voice

  • IVR

  • E-mail

  • Chat

  • Text/SMS

  • Social media

  • Extensible work items 

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Workforce Optimization

Workforce Optimization unlocks the potential of your team by inspiring employee self-improvement, amplifying quality management efforts, and reducing labor waste. This is all accomplished through the use of:

  • Workforce management  

  • Coaching and learning

  • Quality management

  • Customer surveys

  • Speech and desktop analytics

  • Call recording

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Reports and Analytics

CXone Quality Management Analytics Pro is an omnichannel quality management product that delivers a better customer experience through targeted agent feedback. It enables organizations to leverage automatic, granular analysis and categorization to more effectively pinpoint and evaluate interactions, keeping agents on message. With CXone QM Analytics Pro, you can:                                   

  • Evaluate 100% of interactions                          

  • Identify and improve inefficient processes

  • Achieve transparency

  • Optimize coaching

  • Minimize training

  • Maximize workforce performance

  • Achieve faster ROI

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Automation and AI

CXone Automation and Artificial Intelligence streamlines service delivery, providing fast resolution of customer issues and eliminating mundane tasks, releasing you from busy work that inhibits innovation. With automatic completion of routine customer interactions and after contact work, your team can focus on providing personalized service that leads to better business outcomes.

The use of automation and AI can:

  • Provide intelligent self-service

  • Reduce the need for manual intervention and monitoring

  • Reduce after contact work

  • Choose the right technology at the right time

Ready to get started?

Find out how we can benefit your organization Contact Gregg today to learn more.