NICE provides comprehensive support for managing both digital and voice customer service channels, helping organizations optimize agent performance and customer journeys. NICE enables agents to handle multiple digital channels concurrently with effective coaching and quality programs tailored to evaluate end-to-end experiences. By delivering key insights on top KPIs, customer journeys, and engagement, NICE helps improve workforce retention, hiring strategies for hybrid agents, and overall service quality, driving better results and enhancing customer satisfaction across all channels.

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