Follow the journey that the University of Miami Health System took in transitioning from an on-premise contact center technology environment to a fully integrated, comprehensive cloud contact center platform. Discover how the UHealth team is using NICE CXone to manage their enterprise workforce, IVR system, SMS communications, and more in order to provide the best experience possible for patients and consumers.
A customer’s digital transformation journey to the cloud (Empire Today)
In 2018 Empire Today decided to upgrade their call center platform to the cloud, replacing an on-premise system with InContact's cloud based platform. This move opened up a world of flexibility and functionality the national flooring company previously lacked, and provided the ability to quickly adapt to the businesses needs. This presentation will dive into the vendor selection process, including current market trends, explore benefits of migrating to the CXone cloud customer experience platform and uncover intricacies of the platform that Empire Today discovered in the process.
The assimilation of sales, service and marketing (Mcgee Smith)
In the digital age, with more and more retail and commerce moving from brick and mortar to the Internet, the role of marketing has shifted. Driven by the indisputable rise of smartphones and mobile communications, companies are being forced to adapt to the reality that mobile has the potential to become the primary marketing channel. Similarly, the traditional purviews of the contact center - sales and service – are increasingly finding it challenging to be the human connection in the path from customer acquisition to retention, without the necessary data context from marketing to inform that role. As a result of these simultaneous trends, the industry is already seeing the seeds of sales, service and marketing coming together to better address a new, digitally focused definition of a customer journey. In this session, leading contact center analyst Sheila McGee-Smith will share best practices and future directions for the emerging fusion of sales, service and marketing.
The real-world guide to managing remote teams with CXone (Frontline)
Leave this interactive workshop feeling energized and excited to create, implement, and confidently manage your remote workforce. Discover proven hiring, productivity, and training/coaching processes for maximizing remote agent and employee success. Walk away from this session with a workbook you can use as a real-life reference guide once you are back in the office!