NICE CXone Accelerates CX Digital Transformation with New Integrated Intelligent Self-Service and Enlighten AI-Powered Agent Engagement Solutions
NICE (Nasdaq: NICE) announced the CXone Fall 2021 release, enhancing customer service by improving self-service options and digital interactions.
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The NICE CXone Fall 2021 release drives powerful CSAT improvements by creating frictionless customer experiences that start at brands’ digital doorsteps, spanning self-service and agent-assisted interactions
A NICE survey revealed that 62 percent of contact centers reported an increase in digital interaction volumes during the global pandemic. In 2020, the preference for self-service channels, such as websites, IVR, and chatbots, increased to 42 percent, up 15 percentage points from 2019. The preference for agent-assisted channels, such as phone, email, and online chat, decreased from 72 percent to 57 percent. These metrics indicate the importance for companies to maintain a balance between providing smarter, adaptive self-service across channels, while also providing agents with the specific next-best actions and behavioral guidance they need to deliver exceptional experiences. The NICE CXone Fall 2021 release allows businesses to provide end-to-end, digitally fluent customer service with the following advanced innovations:
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Power smarter bots for frictionless, end-to-end, self-service that boosts CX while reducing cost-to-serve:
- Advanced intelligence for voice and chat self-service provides businesses with out-of-the-box, machine learning-infused capabilities to build, manage and deploy smarter, more effective, natural language self-service. CXone SmartAssist — an intelligent virtual assistant that automates complex conversations with customers — is powered by Amelia, among the most comprehensive conversational AI on the market and available exclusively through NICE.
- Businesses with more straightforward self-service needs can now cost-effectively enhance their self-service options and expand presence on social channels with little to no coding using CXone Bot Builder. End-to-end DIY digital chatbot development — from building and testing to improvement and deployment — mitigates cost and complexity. New API integration now allows bots to connect with internal or third-party applications to automate new and more sophisticated self-service use cases. Businesses that need an accelerated path to smarter customer engagement can use CXone Answers, a new solution that combines CXone Bot Builder with knowledge management (CXone Expert) for a dynamic FAQ chatbot that answers customer questions faster across digital channels.
- Reach consumers wherever they are by instantly delivering knowledge in their native language with AI-driven neural machine translation: CXone Expert’s new Instant Translation allows companies to extend their reach to more global markets and enables consumers to self-serve in 71 languages, reducing customer effort to consume knowledge and resolve issues without the need for a live agent. Its unique AI-based approach allows for quick and seamless translation, empowering businesses to serve emerging markets cost-effectively while improving CSAT.
- Use AI to gain critical insight on service quality and coaching to elevate agent preparedness and engagement: An upgrade to CXone, Quality Management and Interaction Analytics now embed proprietary, pre-built NICE Enlighten AI models to measure and understand critical agent behaviors for powerful post-interaction analytics on 100 percent of calls. Empower business analysts and quality program managers with out-of-the-box metrics and reporting on agent CSAT behaviors, allowing them to discover agent behavior trends, improve coaching programs and better prepare and engage agents to deliver hyper-personalized service and rapid resolution.
In addition, new e-commerce capabilities have been added to the CXexchange online marketplace to make it easier for CXone customers to extend their investment with partner solutions. In just a few clicks, customers can buy or start a free trial of select partner offerings and have them automatically added to their monthly invoice for simplified billing and a unified customer experience.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com.
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