Omer Minkara

"CXOne is a piece of heaven. It allowed us to improve our resolution times." #NICEi24

"Customers have one question and they want one answer - efficiently." #NICEi24

Roger Brewer, Director of Tools & Technology at Sony: "One of the best decisions we ever made was to move our #cctr platform to @NICELtd." #NICEi24

A generic copilot is not sufficient to help agents handle interactions better. A #CX built #AI is necessary to boost agent performance in addressing customer needs. #NICEi24

#Service organizations can now level the field in consumer & company interactions by using #CX built #AI #NICEi24

AI is not leading to a huge decrease in agent headcount in the #cctr. Rather, it's helping add more context and enhance #CX quality when it's used well to empower agents & use #selfservice more effectively. #VerintAnalystDays

"Connecting the contact center to the website is one of the best ways to improve #CX outcomes." #VerintAnalystDays

"A team of bots frees up agent time to focus on building customer relationships and upselling." #VerintAnalystDays

Data and AI are the power couple that facilitate CX automation. #VerintAnalystDays

Effective use of data (finally) allows companies to break down silos where AI helps with unification of customer & operational data for a holistic, relevant & real-time view of business-critical insights. #VerintAnalystDays

"Building & managing processes to monitor & mitigate bias when using AI in the #contactcenter is crucial to succeed in the future of #custserv." #VerintAnalystDays

"The future of the contact center will bring even more interactions. Humans in the contact still play an important role, but it’s augmented with specialized bots that boost agent productivity as well as deliver self-service." #VerintAnalystDays

#AI can be the most useful digital assistant firms can provide employees and customers to deliver better #CX. #nicesummit

Start your #AI journey by observing customer journeys and intents to determine what issue types have the most contact volume, highest cost and easier to automate to prioritize where you use AI in your #CX program. #nicesummit

#CX leaders starting with their #AI journey must determine & prioritize business objectives to then select where and how to use AI. #nicesummit

"@NICE has a tremendous brand inside @Accenture. Closely listening & addressing unique end-user needs to drive value." #nicesummit

Modern brands that excel with experience continuum master AI so it fuses technology with people & process. Purpose-built AI must be brand-aligned, precise, operationalized and secure #nicesummit

3 technology waves influencing CX: 1. cloudification & platformization, 2. digitalization, 3. AI-ization #nicesummit

"Great CX requires a systematic approach, vision & execution." #nicesummit

#OpenCCaaS is about freedom, flexibility and future-proofing #CX activities. #engage23. (Right data, empowered employees and smart workflows are crucial pieces to success)