What is a Digital Call Center?

A digital call center is a customer service operation that provides support for its customers through digital channels such as email, chat, text (SMS), social media, and more. Support of these channels is usually in addition to traditional phone support.

Organizations typically transform their call centers into digital call centers in response to customer demand. Consumers, especially younger Millennials and Gen Z, often find digital channels more convenient and easier to use than phone support. In fact, the 2019 NICE Customer Experience (CX) Transformation Benchmark study found that chat customer satisfaction scores tied those of phone support and emerging digital channels, like private social messaging, aren't far behind.

Technical implications for digital call centers

Transforming a phone-only customer service operation into a digital call center takes effort, talented staff, and the right technical tools. Not all call center software can support digital channels. Digital call centers need:

  • Automatic contact distributors (ACDs) that can route digital interactions. Ideally, the ACD also has omnichannel capabilities, which means it has a universal queue that holistically organizes, prioritizes, and routes contacts from all channels.
  • Interaction channels that provide the ability to support a multitude of digital channels. Channels should be simple to add or eliminate.
  • Workforce management software that can forecast volume for all supported channels and schedule multi-skilled agents for maximum utilization. These capabilities are important for efficiently running a digital call center.
  • Reporting tools that comprehensively report data from all channels. Supporting more channels adds complexity, making consolidated reporting extremely important.

How NICE can help your digital call center

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its digital call center operations. CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.