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NICE news stories - Page 2

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Contact Centre
Forrester Research highlights top cloud contact centre solution
“This recognition from Forrester Research is, in our opinion, a testament to our ongoing dedication to delivering agility and seamless customer experiences for contact centres of all sizes.”
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Cybersecurity
Securing work-from-anywhere contact centres
Using a cloud-based infrastructure makes systems and processes available to all staff members as they work from anywhere, but it can also create a security risk if not properly protected, writes NICE president of Asia Pacific Darren Rushworth.
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IT Automation
NICE inContact integrates Teams, Dynamics into contact centre suite
Microsoft Teams is now integrated with NICE inContact CXone, which will allow contact centre agents to collaborate with others in order to close a case faster.
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Microsoft Teams
NICE working to certify compliance solution for Microsoft Teams
NICE is working to certify the NICE Trading Recording System (NTR) under Microsoft’s Certified for Microsoft Teams certification program for compliance recording solutions.
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Remote Working
10 best practices for work-from-home contact centres
Any comprehensive transition plan must consider the human factors that play a key role in supporting a successful contact centre of remote agents and supervisors.
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Contact Centre
NICE inContact expands access workforce engagement solution
“Contact centre leaders are looking for continuity and the ability to serve their customers in a very dynamic environment in their day to day operations."
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Customer experience
The future of contact centres - 4 key trends identified
NICE has identified four key trends to watch in 2018 in order to create or maintain a successful contact centre.
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Customer experience
Optus inks deal with NiceInContact to ramp up customer experience
Optus Business has expanded its long-standing relationship with NICE with the closing of a new, customer experience focused deal.
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Artificial Intelligence
Cloud CX platform CXone now available in A/NZ
The solution is designed to act smarter and respond faster to ever-changing consumer expectations.
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IT Automation
Robots VS. humans: Do businesses need robotics processing automation?
“There are many misconceptions around RPA – robots are not taking over our jobs – it’s about integrating the right technology into the workplace."
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Contact Centre
Could voice biometrics in contact centres be the next hot trend?
Consumers are in favour of voice biometrics when dealing with contact centres, according to a new survey by NICE.
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Data analytics
Is your customer experience strategy reaching expectations?
Why are customer experience efforts not living up to expectations? NICE believes a lack of customer interaction visibility may be the answer.
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Cloud
Cashed up and ready to conquer
<span style="font-weight: bold; font-size: 18pt;">Agile has grown from a simple reseller to a fully fledged integrator and software developer in just 10 years.