An application, or "app" for short, is a piece of software that is designed for interaction with an end user (as opposed to things like system utilities, which run behind the scenes). Applications enable users to accomplish specific tasks, such as adjudicate claims or edit photos. Some applications are loaded directly onto a user's computer or mobile device, while others are accessed through a web browser.
Contact centers typically rely on multiple applications to accomplish their work. Automatic contact distribution (ACD) applications perform intelligent routing of incoming calls based on rules an end user establishes. Interactive voice response (IVR) applications greet callers and allow them to self-serve. Workforce management teams rely on sophisticated applications to help them forecast staffing needs and optimize agent schedules.
Agents also may use several applications that make them more effective and efficient. For example, predictive dialers help outbound agents meet their sales goals by efficiently connecting them to leads. Agents might use customer relationship management (CRM) applications as well, which provide details about callers and their history with the company.Dashboard applications help agents monitor their own performance and training applications facilitate professional development.
It's clear that applications power the modern contact center. But not all contact center applications are created equal. NICE can help with that.
