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The science of customer analytics has become increasingly sophisticated – so sophisticated, according to a report by Ventana Research, that organizations that try to assemble and develop their own analytics often find their customer analytics initiatives to be unmanageable and unreliable, with significant wasted time and effort and a less-than-optimal time to value.

Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That’s why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn’t be used just for the sake of it – organizations should use it for very specific purposes to drive business results. The secret to AI success isn’t in the adoption of AI, it’s in how you use it.

Cloud transitioning benefits include the ability to reduce costs while increasing data security and improving technical support.

A commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting on behalf of NiCE in December 2020 found that an organization that deploys the NiCE Enlighten, Nexidia Analytics and Quality Central solutions can benefit from a 268% ROI and a Net Present Value of $18.58 million.

“I have terrible news,” your boss wrote in an email late last night. “The project has officially been delayed.”

Contact centers are a critical touchpoint that can make or break a customer journey. Having the best cloud call center software can ensure this particular part of the journey is smooth sailing rather than rough seas. We explore the critical role contact centers play in customer journeys and how the best cloud call center software can ensure this particular touchpoint offers frictionless service.

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.