Blog

From strategy to scale, hear what the world’s CX leaders have to say about amplifying human connection with AI and automation.

From the electric energy of Las Vegas to an iconic rugby stadium in the heart of London’s tech hub, NiCE Interactions 2025 brought together thousands of CX leaders across continents.

According to the Merriam-Webster dictionary, a winner is defined as one that is successful, especially through praiseworthy ability and hard. At NiCE, we define winners as those who take customer service excellence and innovation to the next level.

Know that feeling when you’re standing at the edge of something extraordinary, when the air floats with possibility?

When it comes to a contact center queue, the reality is that wait times need to be brought to a minimum to truly satisfy customer expectations. By maximizing self-serve in the customer journey, reducing customer effort with IVR optimization, and using analytics and Quality Management in the contact center, it is possible to find out where wait times are causing negative sentiment and the call reasons causing higher volumes and thus longer wait times. Additionally, using predictive behavioral routing can make conversations more productive when they do get through the queue, to hopefully mollify heightened emotions. But moreover, the goal should be to create personalized customer experiences that delight customers, so that queue times are left far behind in the customer’s mind.

Performance and consistency in business can only be created with innovation and inspiration. TransUnion recently worked with us to produce a tremendous Nexidia Analytics success story, where they worked first to meet the Four V’s of Big Data, but then they challenged NiCE Nexidia to meet the same criteria from the standpoint of data analysis: Velocity (the pace of incoming data); Volume (the amount of data generated); Veracity (transparent, objective analysis); and Variety (omnichannel sources, structured and unstructured). Read on to learn more about how Nexidia Analytics met TransUnion’s high standards.

Best-in-class customer experience never goes unnoticed— and these NiCE customers are leading the way.