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In October 2021, NICE concluded Japan's first BPO partner agreement with NTT Marketing Act ProCX Inc. and began providing licenses for its contact center quality management platform. What led to the Contact Center Award 2022?

Today’s modern world revolves around data. Data is created and collected everywhere, about everything, and is used by just about every business imaginable.

Contact center customer experience (CX) leaders say adapting to client needs is the No. 1 goal driving their digital transformation activities, according to a recent report by Aberdeen.

Voice-based authentication involves many interrelated processes involving coordination between contact center agents and fraud investigators. As transactions become an accepted unit of measure, it is important to proceed with caution when pricing seems too good to be true. Beware the trappings of a false economy.

Imagine trying to settle a new continent or explore a new planet – so much would be unfamiliar, including unmapped areas, suspecting locals, and not even knowing what you don’t know. Now, think of your contact center agent, similarly sent off into the new era of digital everything – still trying to deliver exceptional customer service, but under pressure, a lone pioneer in a new territory, and challenged in unprecedented ways by the change in culture and surroundings.

With interaction volumes—and customer expectations—soaring, more and more contact centers are re-evaluating their contact center software and providers.

Use of multi-factor authentication (MFA) is on the rise due to an increasing number of cybersecurity attacks, evolving work-from-home policies during the pandemic and new authentication standards. A security enhancement that verifies a user's identity by requiring two or more pieces of evidence when logging into or accessing an account, MFA was the top security technology to be adopted due to COVID-19.