White Papers

Adapting with an agile cloud contact center (Goodwill San Antonio - Business Services)


Discover how Goodwill San Antonio partnered with NICE CXone to elevate their Contact Center Outsourcing solutions - creating an agile, scalable, and portable call management system that can easily adapt without being impacted by on-premise hardware/software requirements. See how the organization has developed IT solutions to address issues in real-time as well as customized various tools for reporting, operational, and scheduling uses.


Contact center cloud transformation a year in review (Univ of Miami Health)

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.


Scheduling for success with CXone workforce management (Vox Mobile)

Schedule adherence is CRITICAL to helping your contact center contain costs and improve customer satisfaction. Hear how Vox Mobile effectively wove it into their contact center culture. Discover how their team manages schedule adherence - from demonstrating the ROI and determining the best approach, to developing realistic goal and following them through to success.


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.