NICE has announced the Summer 2022 release of CXone, its flagship customer service platform.
The release introduces new capabilities aimed at enhancing journey orchestration and overall contact centre performance.
The new capabilities also streamline CCaaS integrations by adding mobile software development kits and new integration options.
Focusing on the digital and artificial intelligence side of the platform, NICE strengthens its commitment to improving conversational self-service with new-and-improved bots.
Powered by Enlighten XO, a solution that turns conversations into insights, CXone Intelligent virtual agents (IVA) can self-train in a matter of days to deliver frictionless digital customer experiences.
Together with the SmartAssist capability, CXone IVAs foster an empirical approach to self-service, increasing containment rates, i.e. the number of people who successfully engage with a self-service system and end the interaction without transferring to a human agent.
Paul Jarman, CEO, NICE CXone, said: “Friction is the underlying challenge businesses have in delivering exceptional CX today as consumer expectations for fast, convenient digital and self-service options continue to increase.
“What we are delivering is the ability to remove friction from both a customer perspective and an operational perspective, resulting in transformational change to form stronger connections with customers while operating in a more agile model that empowers agents and other contact center resources to reach their full potential.”
The new enhancements also include a new AI-drive supervisor workspace which allows supervisors to manage omnichannel engagements in real-time for fully orchestrated journey management.
NICE CXone is a comprehensive cloud-based customer experience platform which combines components essential for every contact centre: Digital Self-Service, Journey Orchestration, CX Analytics, Automation, and Workforce Engagement.
Thanks in part to these wide-ranging capabilities, NICE CXone was named as just one of three industry-leading platforms in the 2021 Gartner Magic Quadrant for CCaaS.
Meanwhile, NICE credited the trend of migrating existing on-premise customers to the cloud for its surge in CXone bookings in Q1.
