NICE inContact and CCaaS Solutions

CCaaS and the Age of the Consumer

In an earlier blog, the Conectrix team couldn’t stress enough how important CCaaS systems are in the age of the customer. If your business utilizes a call center then you need the newest technology to ensure call retention, chat integration, and data analytics. You need a partner to successfully implement a CCaaS solution. NICE inContact is such a partner.

Who is NICE inContact?

NICE inContact is the number #1 CCaaS provider in the world according to the 2019 Gartner Magic Quadrant Report. Most other reports will say the same thing as well as many other satisfied customers (we’ll touch on that in a minute). NICE inContact delivers directly over the internet to contact centers and to contact agents. They can integrate with pretty much any phone system so their reach into different industries is vast. Really any means of communications from email, speech, chat, SMS, and social media they can work within. They have extensive reporting capabilities that provide NICE inContact with monitoring and recording abilities, speech analytics, and WFM for forecasting staffing needs.

NICE inContact and CCaaS

NICE inContact has been a CCaaS provider for 15 years, meaning that NICE inContact has a major leg up on their competitors. Most of the other CCaaS providers entered the industry recently, meaning they have to pair with third parties for many parts of their offer. NICE inContact has a carrier-grade platform that delivers service globally. Customers will get the best call center products all combined and all integrated, and with no need to upgrade said products.

NICE inContact makes the businesses they partner with better. We say this because CCaaS solutions improve outcomes in the customer environment which leads to improved business objectives and ultimately more money. Businesses effectively get scored better once they partner with NICE inContact because they expedite all of their call based functions.

Take this recent example where Next Gear Capital was delivered a 68% reeducation in after call work once they partnered with NICE inContact. Or consider that Extra Space Storage saw their metric service levels go up by 75 to 95% after NICE inContact provided integration for the CRM and coaching for the agents. Another success story concerned the dentistry, Clear Choice, who was having dropped callers due to their machine having pausing problems; NICE inContact used their wealth of software to eliminate this pause and increased the outbound call rate by 23%.

Summary

In the age of the customer, call centers need the most modern and sophisticated technology. Conectrix is a proud partner of NICE inContact and is happy to vouch for their superior CCaaS operation.