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      What is Hardware?

      In the context of technology, the term hardware refers to the physical components that make up a computer or telephony system. Examples of hardware include computers, tablets, mobile phones, GPS devices, and gaming systems.

      Software is completely dependent on hardware for operation. And it's a two-way street - without software, hardware wouldn't really have any purpose. In addition to software, you can also find firmware loaded onto hardware, which controls how the hardware behaves.

      There are many examples of hardware to be found within contact centers. The switch, or PBX, is a hardware unit that is essential to contact centers because it is the backbone of the telephony system. Additionally, servers are needed to operate automatic call distribution (ACD), interactive voice response (IVR) systems, customer relationship management (CRM) applications, and analytics tools, to name a few. Telephones and desktop computers are examples of hardware that are critical tools for agents.

      When contact centers choose a hosted solution for their contact center software, the amount of on-premises hardware is reduced. This is because the software provider is responsible for housing and managing the servers for whatever applications are involved. This reduction in overhead is just one of many benefits contact centers can realize when they select a software as a service (SaaS) arrangement.

      How NiCE is Redefining Customer Experience

      NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

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      Omnichannel interaction routing

      Digital and Voice Channels

      Automatic Call Distributor (ACD)

      Interactive Voice Response (IVR)

      Proactive Engagement

      Automated notetaking

      AI Copilots

      Interaction Recording

      Quality Management (QM)

      Performance Management (PM)

      Feedback Management

      Interaction Analytics

      Autopilot

      Proactive AI Agent

      Knowledge Management

      Experience Optimization (XO)

      CRM Integrations

      UCaaS Integrations

      Call Center Software

      Customer Experiences

      Enlighten AI for CX

      Interaction Orchestration

      Workforce Augmentation

      Service Automation

      Platform