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CXone

NICE CXone now available natively on Azure

 960 640 Stuart O'Brien
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NICE has expanded its partnership with Microsoft, delivering CXone on Azure to create what it says will be frictionless, personalised digital customer experiences.

NICE has received Top Tier status, Microsoft’s highest level partner designation, for Azure IP Co-sell driving deeper collaboration and a strong go-to-market momentum.

The partnership leverages the power of CXone to help organizations globally to transform their customers’ experiences and build a digital first customer service operation.

With a joint global go-to-market co-selling strategy working together with key strategic accounts enabling rapid time to value, extreme agility and a faster path to the cloud, NICE and Microsoft will accelerate organizations’ adoption of CXone.

CXone’s advanced AI and full portfolio of voice and digital solutions and with its integrations with Teams, Dynamics, Nuance, ACS (Azure Communication Services), and Customer Insights, allows organizations of all sizes to create proactive, brand-differentiating interactions that exceed the expectations of the digital-first customer and goes beyond the boundaries of the contact center.

Paul Jarman, CEO, NICE CXone, said: “Consumers today expect fast, convenient digital and self-service options. Through the expanded partnership with Microsoft and with CXone now available on Azure, and with our co-sell partnership, we are taking another step in the frictionless revolution allowing organizations to meet their customers wherever they choose to start their journey and create a cohesive digital experience. This better-together offering will foster customer experience interaction (CXi) modernization and provide a standard-setting choice for customers.”

NICE launches of CXone Expert following acquisition of MindTouch

 960 640 Stuart O'Brien
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NICE has announced the launch of CXone Expert, following the acquisition of MindTouch Inc., a San Diego-based cloud-based knowledge management software for customer experience.

CXone Expert is a comprehensive artificial intelligence (AI)-powered knowledge management solution that reduces friction by projecting personalized content to customers seeking self-service while injecting crucial insights throughout the customer journey.

CXone Expert eliminates the frustration with today’s self-service experience by infusing AI and data, turning bots into smart AI-based agents.

When communicating with customer service organizations, today’s consumers expect choice and flexibility similar to what they enjoy with friends and family. CXone Expert brings effortless self-service experiences through the digital channels customers turn to first, from mobile applications and search engines to chatbots and websites by surfacing the right content when, where and how they want it. The solution provides a seamless experience all the way to human assistance by giving agents the full context and power to see the customer’s journey and create an intelligent, constructive conversation.

“We face a new breed of next-generation consumers who live in a digital world,” said Paul Jarman, NICE CXone CEO. “They want smart self-service, and they would like to get things done digitally on their own if they can. With CXone Expert, we are helping companies apply smart self-service best practices using AI technology to meet consumer demand for faster, more convenient experiences.”

According to the 2020 NICE CXone Customer Experience (CX) Transformation Benchmark, Consumer Wave, 8 in 10 consumers are more willing to do business with companies that offer self-service options, yet only 61 percent agree that companies are offering easy, convenient self-service. When rating self-service channels, only one-third of consumers are highly satisfied.

Moreover, half of consumers who start with self-service report they are transferred to a live agent. Two-thirds of those who are transferred say they need to repeat the information they previously provided in the self-service channel. CXone Expert helps close that gap by showing agents what customers have searched for and seen prior to submitting a case, offering a truly seamless omnichannel experience.

CXone takes a holistic approach to improving both agent and customer experiences, helping organizations of all sizes modernize and remain agile and resilient in today’s increasingly digital landscape. CXone provides the most comprehensive digital-first omnichannel offering in the Contact Center as a Service market, as the first and only platform unifying best-in-class omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence on an open cloud foundation.

NICE helping with COVID-19 vaccine global distribution efforts

 960 640 Stuart O'Brien
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NICE is ramping up support for service and information centers across the entire COVID-19 vaccine supply chain with its CXone cloud platform.

The vaccine supply chain is comprised of three main critical stakeholders: vaccine manufacturers, federal and state agencies responsible for distribution and healthcare providers that are administering the vaccine.

As governments around the globe are working diligently to build and scale this supply chain, NICE says CXone is playing a critical role in eliminating bottlenecks, ensuring a smooth process and guaranteeing flawless and clear communication throughout.

Organizations are now working to quickly supply and administer tens of millions of doses worldwide to help end the devastating pandemic. They are moving quicker than ever before to produce, distribute and communicate about the vaccine and need a reliable platform to allow them to be successful.

For example, two of the leading approved vaccine manufacturers are now using CXone, dozens of state and government agencies are ramping up their capacity with CXone to prepare for increases in demand and numerous healthcare providers and pharmacies are already relying on CXone to serve their patients and customers.

“This is a historic moment, and contact centers play a critical role in efficiently distributing and building trust in the COVID-19 vaccine,” said Paul Jarman, NICE inContact CEO. “As the vaccine rollout unfolds, information and service centers across the pharmaceutical industry, health departments, government agencies, distribution companies and pharmacies need to quickly ramp up customer service as needed. CXone equips all of them with innovative cloud technology that drives flexibility, reliability and agility in the face of such a grand-scale effort.”

Given the high stakes, now more than ever, extreme agility, scalability and speed to turn-up is crucial for the information and service centers of all the parties involved in distributing, administering, and monitoring the vaccine rollout. To provide the required extreme agility, CXone customer experience cloud provides rapid deployment on a scalable, secure and reliable platform to support agencies that are serving on the front line in the fight against this global pandemic.

Contact center agents can efficiently respond to inbound inquiries about the vaccine as well as proactively push information to citizens via SMS or digital messaging. Furthermore, the increased adoption of the CXone digital self-service and chatbot technologies acts as a force multiplier scaling and simplifying service in light of the sharp increase in volumes.

CXone AI updates unveiled by NICE

 960 640 Stuart O'Brien
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NICE inContact has confirmed the Spring 2019 release of NICE inContact CXone, which adds multiple AI-powered updates across the contact centre.

CXone’s new AI capabilities span the entire customer and agent experience from: new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detect root cause issues of customer frustration.

CXone also now provides additional depth and breadth of CRM integrations for delivering a more personalised customer experience, including deeper Salesforce integration and new and enhanced pre-built integrations to other leading CRM applications.

“Our latest AI innovations help companies stay one step ahead of customer expectations in the increasingly competitive experience economy. Organisations of all sizes can now leverage new and innovative AI capabilities across the unified NICE inContact CXone cloud customer experience platform to deliver better, more engaging customer and agent experiences,” said Paul Jarman, CEO NICE inContact. 

“The NICE inContact CXone Spring 2019 Release demonstrates our dedication to continuous delivery of the latest innovations, like comprehensive AI capabilities and CRM integrations, that help our customers achieve their business goals.”

NICE inContact says CXone’s end-to-end AI capabilities enable organizations of all sizes to predict and act on AI-powered insights to delight customers, engage employees, and significantly improve agent productivity.

New CXone AI capabilities that span the end-to-end customer and agent experience include:

  • NICE inContact Advanced Chat for CXone: Makes introducing automation and AI into the contact centre environment faster and easier, while streamlining service delivery. New integrated chatbot enables organisations to configure and deploy bots to perform common tasks, while offering easy options to transparently elevate to an agent-assisted chat as needed. Customers can add AI services such as Natural Language Understanding Classification and Sentiment Analysis, Natural Language Processing Entity Identification, Language Recognition, Sentence Similarity and more. This new embedded chatbot is in addition to the more than 20 AI-powered voice and chatbot partner integrations that easily integrate with CXone and are available on the CXexchange marketplace.
  • NICE Nexidia Predictive Behavior Routing (PBR) for CXone: Connects customers with the best available agent for his or her personality, communication preferences and behavioural characteristics, powering more productive and positive conversations and call outcomes, and better customer and agent experiences. PBR leads to improved business results using advanced algorithms that adapt the best agent match depending on the top business goal identified by contact centre leaders, such as Average Handle Time, Customer Effort Time, Customer Satisfaction, Net Promoter Score®, First Contact Resolution, Sales Effectiveness, and Customer Retention.
  • AI-powered WFM Forecasting: Takes the guesswork out of workforce management forecasting with AI-powered selection of best algorithms for each forecasting scenario. Saves time with a “best pick” option that takes into account more than 45 patented algorithms, seasonality patterns and trends to smooth out anomalies in scheduling.
  • AI-driven Interaction Analytics and Insights: Drives smarter decisions, to improve customer satisfaction, with AI-driven interaction analytics that identify sources of customer frustration and unresolved issues. Patent-pending Frustration Detection goes beyond detecting negative sentiment and identifies what issues and agents contribute to customer frustration, helping businesses focus on and take corrective action in areas that negatively impact customer satisfaction. Unresolved Issue Detection identifies contact types and agents that contribute to multiple interactions.

The CXone Spring 2019 release includes additional depth and breadth of pre-built CRM integrations to help deliver personalised and contextual customer experiences. Deeper Salesforce integration offers Salesforce customers additional options and other new and enhanced CRM integrations coming soon will deliver a breadth of options for large and small organisations globally.

  • CXone Routing for Salesforce Digital Channels and New Packages for Salesforce: adds a global carrier-grade voice channel to Salesforce digital customer interaction channels, in addition to an intelligent routing engine. Adding CXone intelligent routing for digital channels can improve the customer experience through skills-based routing that combines agent proficiency with customer attributes from Salesforce to find the best customer service agent for each interaction – allowing faster resolution of customer requests, fewer transfers between agents, and options to provide higher levels of service to premium customers. Agents continue to handle digital channels from within their familiar Salesforce interface, and now with CXone agents will benefit by servicing customer requests they have the skills and proficiency to quickly and successfully resolve.
  • In addition, new CXone Packages for Salesforce extend the Salesforce Lightning Service Console with integrated workforce management, quality management, interaction analytics, and customer feedback applications.
  • New and Enhanced Pre-built CRM Integrations: will deliver a breadth of pre-built options for integrating popular CRM applications with CXone to deliver a personalised customer experience and improve agent productivity. Each CRM integration will provide a unified desktop option between CXone real-time interaction handling and customer profile and case management from the CRM, as well as bi-directional data synchronisation. New and enhanced integrations include: Oracle Service Cloud, Microsoft Dynamics, ServiceNow, Zendesk, SugarCRM, NetSuite, SAP, and BullHorn.