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Digital today is much more than just email and chat. Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. as well as advanced messaging such as WhatsApp, WeChat, Facebook Messenger, Apple Business Chat, and more). In fact, research finds that Generation Z and millennials…

Three weeks to a future-proof customer engagement hub? It happened for Aetna Medicare Transition Services — and it can happen for your organization too. Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks. With a short timeline and multiple challenges to overcome, upleveling its contact center was no small feat for Aetna. William Jetter, President…

With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers 65 billion messages are exchanged on WhatsApp…

​NiCE was named a leader in Everest Group’s RPA PEAK Matrix report for the second consecutive year. Everest Group highlights, as an area of strength, NiCE RPA’s vision to develop solutions tailored for man working with machine. Other areas of strengths identified in the report are the numerous product innovations which NiCE RPA released in the past year.

How boring would life be if there were only one flavor of ice cream?! Baskin-Robbins loved variety so much they created 31 flavors, and then Ben & Jerry had to do them one better with 50+ flavors! So why subject your contact center to just one flavor of gamification? Studies show gamification positively impacts employee engagement, and employee engagement…

Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just…

IT leaders rely on a set of critical contact center functionalities for efficiency and success. Wouldn’t it be great if there were solutions that allowed for easy scalability, global connectivity, omnichannel routing, all in a unified and secure platform? Watch this video to learn that this is possible and available. NiCE CXone helps IT leaders elevate the…