Self-service gives customers the information they need to resolve issues themselves and deflect calls that impact agent capacity.
Help guide customers and ensure that they get knowledge wherever they are in their journey, in the form of information, answers and support.
Map customers to the right agents and give agents answers and guidance in real-time to make every engagement matter.
Leverage extensible, secure and reliable CXone cloud infrastructure to securely scale and customize operations in your contact center using open API’s while easily tapping into pre-integrated apps that help you customize contact center experiences. All backed by the industry’s best published service level agreement.
Access optimized cloud voice services that bring significant savings with low latency, carrier grade solutions available in more than 130 countries around the world.
NICE CXone Expert is smart knowledge management that meets consumers at their point of need and makes the right self-service answers easy to find, making them feel like experts with answers that are easy to find on their own—any channel, any time.
When customers start searching, don’t turn it into a needle-in-a-haystack situation. Instead, ensure your content reaches them even before they reach your contact center.
Whether it’s interacting with an agent or a bot, engaging via social media, chat, or voice, deliver an enriching experience that seamlessly spans across all channels.
Create personalized, well-informed agent interactions, ensuring that agents are prepared, engaged, and efficient, while guiding them toward their next-best action.
Create a closed loop of continuous improvement, looking at all interactions to identify areas for enhancement and take quick action to drive those improvements.
Tbaytel Leverages CXone to Capture Customer Feedback, Transforms Voice of the Customer Program with 149% Increase in Net Promoter Score
Telecom Scores a Surge Scheduling “Win/Win/Win” With NICE EEM
A North American telecommunications company wanted a solution to significantly reduce both delays and resource cost associated with intraday overtime and voluntary time off requests.
Nine boosts employee engagement and reduces attrition 55% with CXone
Nine, one of Australia’s largest news and media organizations, struggled with an agent attrition rate of 90% due to poor employee engagement. Customer engagement also had room for improvement.