In this webinar, Metrigy and Ribbon will dive into the topic of contact center security and management. We’ll share some recent market research on a number of macro topics affecting the contact center, as well as the following:
The biggest value of generative AI is to automate tasks—keeping in mind that the algorithms are trained on language, not truth, so the ability to put guardrails around data becomes vital to the success of generative AI in business. How can businesses and consumers use the technology?
Metrigy has published its first ranking of CCaaS providers, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. In this episode, discover why NICE gets the No. 1 spot, and find out which other vendors made the cut.
NICE is one of the world’s largest providers of CX technologies, including contact center, workforce optimization, knowledge management, analytics, fraud prevention, and a wide variety of AI-powered applications. NICE is highly regarded for its branding, product marketing, and even design. Einat Weiss is the Chief Marketing Officer who oversees all of this. Einat has been with NICE for more than 15 years, the past 5 as CMO. In this episode, Einat shares her thoughts on being an executive at NICE, how she has excelled in a demanding environment, her secrets to success in marketing, and advice to those who want to be in her role someday.
We are nearing the end of earnings season with calendar first quarter 2023 results wrapping up. For the larger pure-play UCaaS and CCaaS providers, calendar 2023 has started out with…
I’ve always noted a disconnect between what’s presented at conferences or written in blogs — and what customer experience (CX) leaders tell me as we advise them or as they participate in research interviews about contact center architecture.
Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation working hand in hand with them.
In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.
Smart self-service is core to NICE’s vision of CX interaction fluency. With CCaaS in such high demand today, it’s hard to imagine the term disappearing from our communications lexicon. But…