What is NICE CXone?
NICE CXone is a cloud-native customer experience (CX) platform designed to enhance customer interactions across various channels. It is part of NICE’s suite of AI-powered self-service and agent-assisted CX software, aimed at transforming customer experiences globally. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, utilize NICE CXone to elevate their customer interactions.
Key Features:
1.Digital Entry Points: Offers a digital-first, proactive approach to omnichannel customer service across 40+ channels, including desktop/mobile website chat, social media messaging, SMS texting, email, and inbound/outbound voice calling.
2.Smart Self-Service: Leverages conversational AI and machine learning for optimized voice/digital contact flows, allowing users to update automated conversation flows, integrate their own bots, or build virtual agents using the CXone BotBuilder.
3.Journey Orchestration: Enables seamless movement between all native and integrated third-party communication channels during a single customer interaction or throughout the entire customer journey, facilitating personalized customer experiences.
4.Empowered Agents: Provides automated in-conversation Agent Assistance, personalized coaching, call monitoring, and call barge, along with real-time customer sentiment analysis and recommended phrases. The CXone mobile Employee Engagement Manager offers tools to decrease employee turnover rates.
5.Complete Performance: Includes searchable omnichannel recordings, Interaction Analytics, automated evaluation scoring, AI-powered trend and customer sentiment analysis, schedule adherence monitoring, forecasting, Feedback Management, and more.
Target Audience:
NICE CXone is best suited for enterprise-level companies with a high daily call volume or heavy contact across multiple channels. Common use cases include telemarketing, healthcare providers, financial services, and government agencies. Healthcare providers use the software for automating patient billing information collection, sending automated appointment reminders, and managing Electronic Health Records (EHRs). Financial institutions use it for contacting customers in the event of potential credit card theft, providing account balance updates, and collecting customer loan qualification information. Within the government sector, it’s ideal for fundraising, campaign phone banking, and communicating with constituents on their preferred channel.
