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      What is Contact Center Management?

      Contact center management is the way a business manages the daily operations of its contact center workforce and contact center software to deliver consistently exceptional customer experiences across omnichannel customer journeys.Contact center management includes workforce scheduling and forecasting, agent scheduling and time management, employee engagement and empowerment, reporting and analytics, and the routing, reporting, and analysis of customer interactions across omnichannel journeys.

      As call centers evolve into contact centers, businesses are adapting to support omnichannel customer journeys.Such journeys may start with a customer making an inquiry initially via an SMS message that results in a chatbot interaction, but that may eventually get elevated to a voice conversation with a contact center agent. Contact center management is the combination of contact center software, business practices and policies used to operate such an environment, with consolidated holistic visibility into performance across every touchpoint.

      Companies that are evolving to manage digital-first omnichannel contact centers are meeting their customers where they want to interact, resulting in increased revenues and higher customer satisfaction.Approaching contact center management holistically ensures these goals are met while streamlining operations and proactively managing costs.

      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