NICE inContact CXone Adds First-of-its-Kind AI to Drive Higher CSAT and Lower Service Cost

SALT LAKE CITY–(BUSINESS WIRE)–NICE inContact, a NICE enterprise (Nasdaq: NICE), in the present day introduced the Spring 2021 launch of CXone, which provides first-of-its-kind synthetic intelligence (AI) improvements with Real-Time Interaction Guidance for brokers, expands self-service capabilities, extends its digital-first attain, and empowers extremely efficient work-from-anywhere groups.

With the Spring 2021 product launch, organizations can now leverage cutting-edge, industry-first NICE Enlighten AI fashions to information brokers on the point-of-service on probably the most important behaviors impacting the shopper expertise — boosting buyer satisfaction in real-time. In addition, CXone is enabling organizations to add customized apps as digital channels and redefine their self-service capabilities with a brand new “no-code” integration framework to “deliver your personal” market-leading digital brokers from Google and others. Also, with this launch, new options in CXone Workforce Engagement present brokers with anytime, wherever cellular scheduling and streamline teaching efforts.

The disruption introduced on by COVID-19 has accelerated a number of key traits. The want to present digital self-service and scale back the associated fee to serve has pushed important progress within the deployment of AI and chatbots, with 67 p.c of shoppers utilizing AI for customer support – up from 46 p.c in 2019, in accordance to the 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, Consumer Wave. Additionally, 84 p.c of shoppers point out they’re extra keen to do enterprise with firms that provide self-service choices.

“By specializing in constructing in agility via 4 key pillars – AI, digital engagement, self-service, and agent empowerment – CXone is setting the usual for delivering the newest improvements that construct buyer relationships that final,” mentioned Paul Jarman, NICE InContact CEO.

Enhancing buyer expertise with AI-driven agent help steerage

NICE inContact CXone Real-Time Interaction Guidance makes use of NICE Enlighten AI to advise brokers at point-of-service on important behaviors statistically-proven to enhance buyer satisfaction. It elevates efficiency of hard-to-train soft-skills like lively listening or taking possession of points by utilizing Enlighten, the primary complete AI framework for buyer engagement with out-of-the-box, CX-specific fashions pre-trained on billions of real-life client interactions. Unlike conventional ‘after-the-fact’ teaching, CXone Real-Time Interaction Guidance immediately scores agent behaviors that affect buyer sentiment and guides brokers on probably the most impactful soft-skill actions to construct rapport and affect satisfaction in any matter.

Increasing self-service adoption with no-code bot integration and journey analytics

CXone Virtual Agent Hub allows easy integration of pre-built third-party AI chatbots and voice bots, like Google Dialogflow, to be an embedded a part of the shopper journey. CXone’s unified platform unlocks wealthy content material and supplies flexibility and management to dynamically mix AI bots into interplay flows, together with seamless switch to brokers.

Organizations can enhance containment and scale back buyer effort with CXone Self-Service Analytics utilizing key Interactive Voice Response (IVR) insights to determine patterns that affect name containment, akin to name drop-offs and frequent agent transfers so contact middle leaders can shortly uncover points and make enhancements.

Enabling customized digital channels, monitored in real-time

Now, contact facilities can use an open utility programming interface (API) to implement customized channels, akin to their cellular app, to seem identical to a local digital channel inside CXone. This new “deliver your personal channel” choice extends digital attain, making it straightforward for companies to add nearly any digital channel to their contact middle to join with prospects in the way in which they like.

Contact facilities that use CXone Agent for Salesforce can now join with their prospects via extra digital channels together with WhatsApp, Instagram, Facebook Messenger, and Twitter, as well as to the prevailing superior routing and true omnichannel with digital to voice elevation accessible with CXone embedded within the Salesforce agent workspace. These enhancements, together with the 5 built-in Workforce Engagement capabilities, make CXone one of the crucial complete and versatile Salesforce contact middle integrations accessible available in the market.

Real-time monitoring for digital channels provides supervisors an entire view of digital and voice channels as in the event that they have been standing proper behind them, offering higher teaching and suggestions alternatives for each distant and in-office brokers.

Scheduling automation boosts effectivity and ensures agent satisfaction

The new CXone Engagement Manager cellular utility improves staffing visibility and flexibility by offering brokers with immediate entry to view schedules, commerce shifts with friends and get proactive schedule change notifications.

A brand new cross-platform function screens workforce administration forecasts and routinely identifies and schedules brokers for teaching periods as a part of the standard administration course of. This will increase supervisor effectivity by eliminating guide scheduling and drives agent and coach accountability.

About NICE inContact
NICE inContact works with organizations of all sizes to create extraordinary and reliable buyer experiences that create deeper model loyalty and relationships that final. With NICE inContact CXoneTM, the {industry}’s most full cloud buyer expertise platform, we mix best-in-class Customer Analytics, Omnichannel Routing, Workforce Engagement, Automation and Artificial Intelligence, all on an Open Cloud Foundation to assist any firm remodel each single buyer interplay. See how our customer-centric professional providers, revolutionary software program, intensive ecosystem of precious partnerships, and over a decade of worldwide expertise can assist you remodel each expertise and buyer relationship for lasting outcomes. NICE inContact is acknowledged as a market chief by the main {industry} analyst companies.

NICE (Nasdaq: NICE) is the world’s main supplier of each cloud and on-premises enterprise software program options that empower organizations to make smarter choices primarily based on superior analytics of structured and unstructured knowledge. NICE helps organizations of all sizes ship higher customer support, guarantee compliance, fight fraud and safeguard residents. Over 25,000 organizations in additional than 150 nations, together with over 85 of the Fortune 100 firms, are utilizing NICE options.

Trademark Note: NICE and the NICE brand are emblems or registered emblems of NICE Ltd. All different marks are emblems of their respective house owners. For a full listing of NICE’s marks, please see:

Forward-Looking Statements
This press launch comprises forward-looking statements as that time period is outlined within the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, together with the statements by Mr. Jarman, are primarily based on the present beliefs, expectations and assumptions of the administration of NICE Ltd. (the “Company”). In some instances, such forward-looking statements will be recognized by phrases akin to “consider,” “anticipate,” “search,” “could,” “will,” “intend,” “ought to,” “challenge,” “anticipate,” “plan,” “estimate,” or comparable phrases. Forward-looking statements are topic to quite a few dangers and uncertainties that would trigger the precise outcomes or efficiency of the Company to differ materially from these described herein, together with however not restricted to the affect of modifications in financial and enterprise circumstances, together with on account of the COVID-19 pandemic; competitors; profitable execution of the Company’s progress technique; success and progress of the Company’s cloud Software-as-a-Service enterprise; modifications in know-how and market necessities; decline in demand for the Company’s merchandise; lack of ability to well timed develop and introduce new applied sciences, merchandise and purposes; difficulties or delays in absorbing and integrating acquired operations, merchandise, applied sciences and personnel; lack of market share; an lack of ability to keep sure advertising and marketing and distribution preparations; the Company’s dependency on third-party cloud computing platform suppliers, internet hosting services and service companions; cyber safety assaults or different safety breaches towards the Company; the impact of newly enacted or modified legal guidelines, regulation or requirements on the Company and our merchandise and numerous different components and uncertainties mentioned in our filings with the U.S. Securities and Exchange Commission (the “SEC”). For a extra detailed description of the chance components and uncertainties affecting the corporate, refer to the Company’s experiences filed from time to time with the SEC, together with the Company’s Annual Report on Form 20-F. The forward-looking statements contained on this press launch are made as of the date of this press launch, and the Company undertakes no obligation to replace or revise them, besides as required by regulation.

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