NICE CXone Accelerates CX Digital Transformation with New Integrated Intelligent Self-Service and Enlighten AI-Powered Agent Engagement Solutions
The NICE CXone Fall 2021 launch drives highly effective CSAT enhancements by creating frictionless buyer experiences that begin at manufacturers’ digital doorsteps, spanning self-service and agent-assisted interactions
NICE have introduced the CXone Fall 2021 launch, which incorporates modern capabilities that assist companies handle the rising demand for digital interactions and intuitive self-service. CXone’s highly effective new clever and efficient self-service choices allow companies to ship solutions quicker, increase CSAT and speed up digital transformation. With new conversational AI bots that act on advanced client requests and context adjustments, the most recent CXone launch permits finish prospects to obtain extra correct, full solutions on the first digital entry level and supplies brokers with the steering wanted to spice up buyer satisfaction for each interplay. In addition, supervisors and high quality managers achieve entry to new AI-powered insights on agent gentle expertise that assist guarantee higher buyer experiences.
A NICE survey revealed that 62 p.c of contact centres reported a rise in digital interplay volumes through the international pandemic. In 2020, the desire for self-service channels, reminiscent of web sites, IVR, and chatbots, elevated to 42 p.c, up 15 share factors from 2019. The desire for agent-assisted channels, reminiscent of cellphone, electronic mail, and on-line chat, decreased from 72 p.c to 57 p.c. These metrics point out the significance for firms to take care of a stability between offering smarter, adaptive self-service throughout channels, whereas additionally offering brokers with the particular next-best actions and behavioural steering they should ship distinctive experiences. The NICE CXone Fall 2021 launch permits companies to offer end-to-end, digitally fluent customer support with the next superior improvements:
– Power smarter bots for frictionless, end-to-end, self-service that reinforces CX whereas decreasing cost-to-serve:
– Advanced intelligence for voice and chat self-service supplies companies with out-of-the-box, machine learning-infused capabilities to construct, handle and deploy smarter, simpler, pure language self-service. CXone SmartAssist — an clever digital assistant that automates advanced conversations with prospects — is powered by Amelia, among the many most complete conversational AI available on the market and accessible solely by way of NICE.
– Businesses with extra easy self-service wants can now cost-effectively improve their self-service choices and develop presence on social channels with little to no coding utilizing CXone Bot Builder. End-to-end DIY digital chatbot growth — from constructing and testing to enchancment and deployment — mitigates price and complexity. New API integration now permits bots to attach with inside or third-party functions to automate new and extra refined self-service use instances. Businesses that want an accelerated path to smarter buyer engagement can use CXone Answers, a brand new answer that mixes CXone Bot Builder with information administration (CXone Expert) for a dynamic FAQ chatbot that solutions buyer questions quicker throughout digital channels.
– Reach customers wherever they’re by immediately delivering information of their native language with AI-driven neural machine translation: CXone Expert’s new Instant Translation permits firms to increase their attain to extra international markets and permits customers to self-serve in 71 languages, decreasing buyer effort to devour information and resolve points with out the necessity for a reside agent. Its distinctive AI-based method permits for fast and seamless translation, empowering companies to serve rising markets cost-effectively whereas enhancing CSAT.
– Use AI to realize crucial perception on service high quality and training to raise agent preparedness and engagement: An improve to CXone, Quality Management and Interaction Analytics now embed proprietary, pre-built NICE Enlighten AI fashions to measure and perceive crucial agent behaviours for highly effective post-interaction analytics on 100% of calls. Empower enterprise analysts and high quality program managers with out-of-the-box metrics and reporting on agent CSAT behaviours, permitting them to find agent behaviour tendencies, enhance teaching packages and higher put together and have interaction brokers to ship hyper-personalized service and speedy decision.
In addition, new e-commerce capabilities have been added to the CXexchange on-line market to make it simpler for CXone prospects to increase their funding with associate options. In just some clicks, prospects should purchase or begin a free trial of choose associate choices and have them routinely added to their month-to-month bill for simplified billing and a unified buyer expertise.
Paul Jarman, NICE CXone CEO, mentioned,
“Consumer expectations for seamless, speedy self-service on digital channels continues to develop, and there may be zero tolerance for ready in lengthy queues for solutions. With the autumn 2021 launch of CXone, we carry superior capabilities to speed up digital transformation and allow distinctive, end-to-end self-service experiences, permitting customers to get solutions to essentially the most advanced and complex questions from the very first digital entry level.”