Worldwide provider of cloud computing solutions, NICE inContact, recently announced that they would be launching their globally renowned customer experience channel “CXone” in New Zealand and Australia. For those who haven’t had a chance to test the platform yet, CXone is an open cloud solution designed primarily for the contact centre. It combines omni-channel solutions for communication, with the latest tech in everything from AI, to analytics. In other words, it’s something that many businesses are seeing as the “next step” in customer experience.
The idea behind CXone is that NICE will be able to give contact centres the chance to respond dynamically to the needs of their customers, in a world where we’re constantly demanding stronger, more personalised experiences. The cloud platform runs on AWS (Amazon Web Services), and with a little luck, it should give the market a more reliable solution to real time customer communications.
A Solution for the Agile Market
As companies begin to use customer experience as a way of differentiating themselves in the saturated marketplace, it makes sense that companies like NICE would thrive on delivering scalable, cloud-based system to the contact centre. According to the APAC president for NICE, Darren Rushworth, the modern agile company needs more scope in order to respond to the latest demands of the consumer network.
With a cloud solution, businesses can easily access the latest software and technology for their communication needs, without having to devote too much time, money and effort into complicated integration. CXone is essentially NICE’s solution to bringing more flexibility to the marketplace, so that contact centres can pick and choose their favourite, most advanced solutions from any platform, through a single vendor.
A Unified Cloud Platform?
With seamless integration available among a range of partner solutions, hundreds of APIs to choose from, and a range of customer extensions, it’s easy to see the benefits that CXone could bring to the search for a truly unified cloud. NICE suggests that today’s businesses will be able to use CXone to improve their agility, streamline processes, and enjoy the results of AI, machine learning, and automation instantly.
By allowing companies to place less focus on the process of infrastructure development, CXone could mean that companies now have more time to concentrate on the things that matter, like R&D and customer experience. What’s more, CXone gives organisations a more simplistic path away from legacy solutions, and into a cloud-native experience – available at their own pace.
