| http://www.w3.org/ns/prov#value | - NICE Systems today released survey results that found the contact center evolving to Tier 2 status for taking care of escalated service requests that were not addressed by other channels, such as the Web or an interactive voice response (IVR) system.This change in consumer behavior, which was revealed in the company's 2010 Consumer Channel Preference Survey, reflects the importance and strategic
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