NICE

NICE Systems and Mindsight offer a number of valuable contact/call center services. Through recordings, workforce management, quality management and more, Mindsight can help refine your contact/call center operation with cutting-edge infrastructure.

VPI just recently joined with NICE Systems. Together, they’ll provide a full suite of contact/call center add-on services to improve the customer experience. Specifically from VPI, Mindsight offers their wall board and customer reporting solutions.

Why NICE Systems Acquired VPI and InContact

Products

- Call Recording
- Quality Management
- Workforce Management
- Analytics
- Wall Boards
- Custom Reporting

Mindsight Blog

Read the latest and most relevant technology news through the Mindsight blog. Our most recent contact / call center articles are below.

Contact and Call Center

Top 5 Reasons Why Customers Hate Call Centers: A Contact Center Report

November 5, 2019 by Siobhan Climer, John Irey, and Kleid Gjataj 74% of U.S. consumers have contacted customer service by phone. In fact, it is the most-used channel, far more so than email or live chat. Yet over a third of U.S. consumers identify…

Can You Have Too Much Data? The Risk Of Data Overload: A Contact Center Report

October 22, 2019 by Siobhan Climer Metrics are the key for contact center management and customer experience leaders in identifying and reporting on overall performance. Here are just a couple: First Contact Resolution First Call Resolution Cost Per Contact Service Level Agreement (SLA) Abandoned…

The Rise Of Chatbots In The Call Center: A Contact Center Report

October 10, 2019 by Siobhan Climer, John Irey and Kleid Gjataj “Your call is important to us. Please wait on the line and your call will be answered in the order it was received.” If these words ring hollow to you, you are not…