NICE has launched an integration hub and made CXone available on Microsoft Azure, with new capabilities driven by Enlighten’s AI technology.
Its new integration hub is a secure, low-code/no-code interface that lets businesses integrate their third-party apps to remove data silos and integration issues, providing a solution for complex tech stacks.
The announcement comes as NICE shares its Summer Release of CXone.
Sharing the release, Barry Cooper, President of the CX Division at NICE: “Today’s customer journey is complex. It’s become even more difficult for brands to deliver a next-level customer experience.
For organizations seeking to differentiate their brand’s CX, CXone coupled with Enlighten continues to be the choice for businesses and public service agencies to deliver that experience.”
“Our summer release continues to echo our commitment to making CXone the most open CCaaS platform in the market and the most advanced customer journey orchestration engine that delivers solutions with employees’ needs in mind, helping them excel.”
The CXone Supervisor workspace has also gained a new team management capability powered by Enlighten and Real-Time Behavioural Guidance.
The solution helps supervisors focus on the most critical tasks and offers enhanced visibility across all touchpoints and monitoring capabilities for agents and channels, including digital channels.
As a result, supervisors can make quick and informed decisions and create improved customer experiences.
Enlighten also allows supervisors to monitor Sales Effectiveness scores, which lets them track sales agent performances in real-time and quickly resolve issues that may be causing sub-optimal results.
In addition, CXone is now available on Microsoft Azure, and CXone ACD/IVR is also generally available on Azure.
NICE’s partnership with Microsoft Azure was first announced in 2022, allowing businesses to choose the cloud environment that best fits their requirements.
Omer Minkara, VP & Principal Analyst, Aberdeen, spoke about NICE’s new capabilities: “Due to recent AI and digital advancements, businesses are rapidly moving to the cloud.”
This release represents NICE’s commitment to responding to changing market needs with relentless innovation.
“Brands today are faced with many new pressures and the competition in the CX landscape is fierce.
“Eliminating data silos, infusing digital, AI, and automation across the whole customer journey, and empowering the whole workforce (agents & supervisors) have become table stakes to drive Best-in-Class performance.
“NICE’s new capabilities will drive brands to overcome CX complexities and deliver truly exceptional customer experience.”
Last month, NICE missed out on becoming Gartner’s outright CCaaS leader, despite Gartner updating its judging criteria to factor in workforce management, one of NICE’s strengths.
Some analysts believe NICE has been a bit hard done by. Most of the cautions it has issued are relatively easy fixes, and the report concluded that “customers generally express satisfaction” when it comes to CXone.
Also in August, NICE revealed a number of customer megadeals at its earnings call for its second quarter of 2023.
The new signings included eight-digit deals with one of the largest global entertainment companies, two major U.S. banks, and the West Coast of the U.S. government.
