What is an Application?

An application (or app for short) is a piece of software that is designed to be interacted with by an end user (as opposed to something like system utilities, which run behind the scenes). Applications enable users to accomplish specific tasks such as adjudicate claims or edit photos. Some applications are loaded directly onto a user's computer or mobile device while others are accessed with a Web browser.

Applications in the contact center

Contact centers typically rely on multiple applications to accomplish their work. Automatic Contact Distribution (ACD) applications perform intelligent routing of incoming calls based on rules an end user establishes. Interactive voice response (IVR) applications greet callers and allow them to self-serve. Workforce management teams rely on sophisticated applications to help them forecast staffing needs and optimize agent schedules.

Agents also may use several applications that make them more effective and efficient. For example, predictive dialers help outbound agents meet their sales goals by efficiently connecting them to leads. Agents also may use customer relationship management (CRM) applications which provide details about callers and their history with the company. Dashboard applications help agents monitor their own performance and training applications facilitate professional development.

It's clear that applications power the modern contact center. But not all contact center applications are created equal. We can help with that.

How NICE can help

NICE CXone is the market leading call 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 call (or contact) 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).

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 call center software solution capable of elevating customer experiences for companies of all sizes.