Check out our articles on contact center, customer, operations and growth intelligence

Most chatbots fail not because of bad AI—but because they’re built on broken assumptions. Here's the deeper issue and how to fix it.

Discover how modern, data-driven coaching strategies are transforming contact center performance. Learn what’s missing from traditional approaches—and how to drive scalable, consistent improvement for agents and customers alike.

Robotic Process Automation, or RPA, is a software technology that emulates human actions, making it possible to automate rule-based and repetitive manual jobs. RPA enables software robots to interact with Software-as-a-Service applications and IT systems, allowing employees to focus on more creative and high-value activities.

Discover the power of Voice of Customer Analysis in our 2023 guide. Uncover insights into VOC to elevate your customer experience.

Tethr is an artificial intelligence-enabled speech analytics solution that allows call centers and other organizations to track, analyze, and gain insights into customer conversations.

NICE Nexidia, Call Journey, Tethr, Callminer, and Operative Intelligence are customer intelligence platforms. While the platforms are similar, some have a different approach to capturing the customer journey and using this data to drive company-wide change.

Operative Intelligence analyzes 100% of inbound interactions and shares the root causes of overall inquiries using direct phrases from customer speech.

Unlock the power of root cause analysis in call and contact centers to reduce customer service costs and improve the customer experience.

This post will cover what an omnichannel contact center is, how it works, and how businesses can successfully implement one to enhance the customer service experience.

The primary purpose of outbound call or contact centers is to conduct outreach to potential and current customers. Some even offer opportunities for customers to select the time they’d like to speak with one of their agents. Whether they’re trying to sell a good or service, support onboarding, encourage product usage, or enhance customer retention, outbound call centers are designed to manage large volumes of outgoing calls while maintaining great customer service.

Learn how to calculate, interpret, and use the Net Promoter Score (NPS) to gain valuable insights into customer satisfaction and identify areas for improvement.

With its advanced analytics tools and capabilities, NICE Nexidia helps improve customer satisfaction, increase efficiency and reduce costs. But what if you need a NICE Nexidia alternative? This guide will review some of the top alternatives to NICE Nexidia so you can find the right one for your business.