What is Digital?

The technical definition of digital is: The representation or transmission of data expressed in binary code.

However, the use of the term digital has expanded to mean much more than this. Businesses view "digital" as the many ways they have available to interact with consumers, using digital channels such as social media, mobile apps, and mobile messaging tools. Always connected consumers have demanded it and organizations have responded with rich content, personalized offers and creative interactions.

The proliferation of digital channels has transformed how businesses provide customer service. Customers can choose to chat with an agent online or have their issue solved via Twitter. And mobile apps and home electronic assistants have empowered more customers to self-serve. Some companies offer video chat for more high-touch assistance. Consumers value choice, and digital channels have enabled organizations to give it to them.

This has, of course, had a significant impact on customer service organizations. Call centers have had to transform into contact centers that can support these digital channels. Agents have to be proficient in digital channel support, workforce managers need to forecast and schedule for multiple channels, and contact center technology has to route and automate digital interactions. It's a substantial undertaking, but also the price of doing business in the digital world.

How NICE is Redefining Customer Experience

NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

Back to Glossary

Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.