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Contact Centre adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing is growing rapidly.  However, customers today are rapidly moving beyond first-generation channels to next generation digital channels (social platforms such as Facebook, LinkedIn, Twitter etc). These are well on their way to become mainstream Contact Centre channels.  How can and should Contact Centres adapt? 

Disasters and their effects on contact centres can come without warning and impact your company's image and bottom line. If you haven't implemented a disaster recovery or business continuity plan, your contact centre platform might not have the scalability and flexibility needed to respond to the situation. As your organisation navigates potential emergency situations, Business Systems and NICE inContact have your contact centre technology needs covered. Our guide covers the following topics: What is Business Continuity and Disaster Recovery?What is the operational and financial impact...

Are you looking to upgrade or replace your call recording system? Then download our checklist which will come in very handy! To ensure a successful call recording installation, simply review the checklist below prior to your install date, decide on your requirements and liaise with your installer and any third parties accordingly. Our handy checklist covers the different stages of call recording installation you need to consider such as: AccessWindows security patchesRemote access and supportNetwork ports and IP addressesRetention periods

Purpose of white paper: Outlines how digital evidence recording can be effectively implementedExamines how nationwide adoption of this technology benefits the Police services, Criminal Justice System (CJS) and Public Although tape-based solutions are largely considered obsolete due to the limitations of their analogue format, the majority of Police forces still rely on this decades-old technology to capture crucial evidence from suspects and witnesses. As analogue systems reach end of life, a digital server-based solution is now widely accepted as their...

Making customers happy in today’s environment is not just a good idea - it’s a necessity. A good customer experience means  customers are likely to spend more, be loyal and make recommendations to their friends and family. And with the right digital customer service platform, every organisation can offer faster, results-driven service to cut costs and increase revenue by making more customers happy. To help you excel in customer service, download our guide for top tips and research on the importance of...

Whether you need access to old call recordings for compliance reasons (FCA, MiFID II) or for business intelligence, there are a number of options available to help you preserve historic call recording audio and data including:  Leaving your calls in the legacy platformMigrating recordings to the new platformMigrating recordings with an alternate data management solution, and accessing both old and new recordings from one portal Legacy call retrieval can be a complicated topic. So we've put together a checklist to help you address the most important issues...

Voice recordings should be easy and straightforward to access. However, there are multiple challenges associated with voice retrieval, particularly when operating systems reach end-of-life and need to be decommissioned. Download this paper to find out more about these challenges. Our paper covers: The challenge with managing End-Of-Life operating systems The considerations and risk associated with this How Wordwatch can can help with managing legacy voice recording systems Wordwatch use case