Diego Cuevas

Solution Engineer @ NICE CXone

Looking to unlock the right technology solutions tailored to your business needs? Let’s connect! In just 30 minutes let’s turn your technology vision into reality.

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Olivehurst, United States of America

English, Spanish

About

With a strong foundation in both networking and customer experience technologies, I bring extensive hands-on expertise across the full spectrum of CX solutions. From UCaaS and CCaaS to CRM, ERP, and financial platform integrations, I’ve helped organizations design, implement, and optimize solutions that drive measurable business outcomes. My background spans professional services, solution architecture, and technical consulting with industry leaders, including top-tier Gartner Magic Quadrant CCaaS providers. Whether it's deploying a new contact center, integrating complex systems, or enabling seamless digital transformation, I’m passionate about delivering scalable, high-impact solutions.

Experience

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Expertise

Remote Work

8x8 inc | Talkdesk | NICE Designed solutions for leading enterprise companies to enhance their work-from-home strategies, ensuring both a secure environment and optimal agent performance.

Customer Service and Support

8x8 inc | Started my career as a Support agent and have moved the ranks to a Solutions Engineer, building a massive knowledge and hands-on experience.

Omni-channel Experience

8x8 inc | Talkdesk | NICE An omnichannel experience is key in a contact center because it ensures seamless, consistent support across voice, chat, email, and social channels. This boosts customer satisfaction and loyalty. Leading brands like Amazon, Apple, and Disney succeed with this approach by making it easy for customers to switch channels without repeating themselves. Here are specific omnichannel strategies used by Amazon: Unified Customer Data: Tracks customer activity across devices and channels, allowing seamless transitions (you can start a return online, get updates via email, and confirm via chat or phone). Proactive Support: Offers real-time order updates and suggestions based on browsing/purchase history. 24/7 Multichannel Support: Chatbots, live agents, and a robust help center are integrated into their mobile app and website.

Customer Loyalty and Retention

8x8 inc | Talkdesk | NICE To drive customer retention and loyalty in a contact center, it's key to deliver consistent, personalized experiences and resolve issues quickly. Key vendors like Talkdesk, 8x8, and NICE, we follow best practices like using WFM to ensure the right staffing, QM to maintain quality, and Coaching to keep agents knowledgeable and engaged. This not only boosts performance but also agent satisfaction. And when agents need extra support, we leverage AI tools like Agent Assist (Copilot) to provide real-time guidance and enhance customer interactions. My top 5 key metrics these practices help improve Loyalty and retention but also agent retention: Customer Satisfaction (CSAT) – Through quality service and agent support. First Call Resolution (FCR) – Better training, coaching, and AI assistance lead to faster, accurate resolutions. Average Handle Time (AHT) – Agent Assist helps reduce time per interaction. Service Level – WFM ensures optimal staffing to meet demand. Agent Engagement & Retention – Coaching and QM keep agents skilled, motivated, and happy.