NICE CXone

CXone enables businesses to provide digital self-service options to their users, allowing them to find answers to their questions or resolve issues independently. This feature includes self-service portals, knowledge bases, chatbots, and interactive voice response (IVR) systems.

The software incorporates advanced analytics capabilities that help businesses interpret customer behavior, preferences, and sentiment to identify trends, patterns, and opportunities for improvement. This enhances the overall customer experience.

Automation is a critical component of CXone, allowing businesses to automate repetitive and manual tasks to improve efficiency and reduce errors. It includes intelligent routing, automatic call distribution (ACD), chatbots, and robotic process automation (RPA), which streamline workflows, increase agent productivity, and deliver faster and more accurate responses to customer inquiries.

With the Workforce Engagement feature, contact center managers can effectively schedule and forecast agent activities, ensuring that the right number of agents with the appropriate skills are available to handle customer interactions. This helps minimize wait times and improve service levels.

With journey orchestration capabilities, businesses can design personalized and seamless customer experiences by mapping out customer interactions, identifying key touchpoints, and automating actions based on customer behavior. This feature ensures consistent and cohesive experiences throughout the customer journey.