Automation Demonstration with NICE
Check out the latest video interview with NICE where we discuss automation in the contact centre
UC Today presenter Patrick Watson was joined by Jonathan Wax who is Vice President EMEA for Nexidia at NICE.
This video was recorded at CCW19 in Berlin, at the NICE stand. Firstly Jonathan tells Patrick about the main talking points and discussions that he has noticed at this year’s event. Many of the delegates that he has been talking to are interested in the best ways to unite their different communication platforms, including often siloed contact centres, to improve their customer service provision. Jonathan explains that this isn’t a simple process but customers can achieve this by utilising the skills of companies like NICE.
Patrick and Jonathan then move on to discuss some more general industry trends. One of the areas of discussion is the changing role of the contact centre agent which has shifted because of the technology transition taking place in the space. Jonathan tells Patrick that, although their role will change, agents will still be an integral part of the customer service process for years to come.
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Presenter Patrick Watson with Jonathan Wax from NICE.