NICE inContact today announced the Spring 2021 release of CXone, adding first-of-its-kind artificial intelligence (AI) innovations.
These consist of real-time interaction guidance for agents and self-service capabilities expansions, while it extends its digital-first reach and empowers highly effective remote working teams.
Paul Jarman, NICE InContact CEO, said: “By focusing on building in agility through four key pillars – AI, digital engagement, self-service, and agent empowerment – CXone is setting the standard for delivering the latest innovations that build customer relationships that last.”
Organisations can now leverage industry-first NICE Enlighten AI models to guide agents at the point-of-service, boosting customer satisfaction in real time.
In addition, CXone is enabling businesses to add custom apps as digital channels and is offering a new ‘no-code’ integration framework to ‘bring your own’ virtual agents from Google and others. Also, with this release, new features in CXone Workforce Engagement provide agents with anytime, anywhere mobile scheduling and streamlines coaching efforts.
Enhancing customer experience with AI-driven agent assistance guidance uses NICE Enlighten AI to advise agents at point-of-service on critical behaviours statistically-proven to boost customer satisfaction.
It also elevates performance of hard-to-train soft-skills like active listening by using Enlighten, the first comprehensive AI framework for customer engagement with out-of-the-box, CX-specific models pre-trained on billions of real-life consumer interactions.
Unlike traditional ‘after-the-fact’ coaching, CXone Real-Time Interaction Guidance instantly scores agent behaviours that influence customer sentiment and guides agents on the most impactful soft-skill actions.
Increasing Self-service Adoption with No-code Bot Integration
The CXone Virtual Agent Hub enables simple integration of pre-built third-party AI chatbots and voice bots, like Google Dialogflow, as an embedded part of the customer journey. CXone’s unified platform provides flexibility and control to dynamically blend AI bots into interaction flows, including seamless transfer to agents.
This helps organisations increase containment and reduce customer effort with CXone Self-Service Analytics using key Interactive Voice Response (IVR) insights to identify patterns that impact call containment, such as call drop offs and frequent agent transfers so contact center leaders can quickly uncover issues and make improvements.
Enabling Custom Digital Channels
Now, contact centres can use an open application programming interface (API) to implement custom channels, such as their mobile app, to appear just like a native digital channel within CXone. This new ‘bring your own channel’ option extends digital reach, making it easy for businesses to add virtually any digital channel to their contact centre to connect with customers in the way they prefer.
New omnichannel and digital capabilities for Salesforce make one of the most comprehensive integrations in the market even stronger. Contact centres can now connect with their customers through more CXone-powered digital channels inside Salesforce including WhatsApp, Instagram, Facebook Messenger, and Twitter.
