Whitepapers

Better customer experiences with omnichannel engagement

Better customer experiences with omnichannel engagement

More conversation leads to better relationships. This is true in life and in customer service.
Your guide to omnichannel customer support

Your guide to omnichannel customer support

Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). How customers do this varies— sometimes the customer is standing in line somewhere, browsing their mobile phone.
At other times, the customer is in front of their computer while at work, focused on three other tasks. Every now and again, the customer’s issue is urgent, and they need to reach you right away.
Unlocking the power of conversation

Unlocking the power of conversation

Conversations are complex. What could appear to be a simple exchange of words is actually communication that conveys meaning through so many small factors. Not just the words themselves, but the pauses, the tone, the laughter or sighs. Through a conversation humans have the ability to understand these nuances and to understand the richness of what could otherwise be a simple statement.
A conversation is memorable, meaningful and important to the way humans relate to each other. Only in a conversation can people convey empathy.
Accelerate Customer Experience Innovation with an Open Development Platform

Accelerate Customer Experience Innovation with an Open Development Platform

Speed Your Digital Transformation by Developing on an Open Customer Experience Platform

NICE Contact Customer Experience Transformation Benchmark Study

NICE Contact Customer Experience Transformation Benchmark Study

Today’s contact centers support an average of 9 channels* and consumers have come to expect the ability to communicate with companies any time, any where and with any device. This is the first and only research study that compares how businesses say they are doing versus how consumers rate their actual experiences—in specific communication channels.