What is an Application?

An application, or "app" for short, is a piece of software that is designed for interaction with an end user (as opposed to things 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 through 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 might use customer relationship management (CRM) applications as well, 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. NICE can help with that.

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.

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