NICE has announced its Spring 2022 release of CXone, its flagship CCaaS solution.
The release includes a new tool – known as “CXone Guide” – to proactively anticipate customer pain points across web and mobile self-service journeys.
By harnessing bots to provide customers with contextual guidance at these pain points, the solution makes it easier to complete journeys such as filling in online application forms.
Discussing the value of such a solution, Paul Jarman, CEO at NICE CXone, commented:
In today’s age of instant gratification, customers expect speed and efficiency while expending minimal effort on receiving service. Dispelling friction and guiding customers in the moments when they need support is key to making experiences flow and building relationships that last.
“With the Spring 2022 release, CXone brings innovative capabilities that transform self-service into a more proactive experience that benefits both customers and agents, boosting brand loyalty.”
CXone Guide also aims to bolster online conversion rates, accelerate eCommerce, and reduce support costs.
Integrating with knowledge management software and live chat capabilities, customers may still escalate to a human agent – at the click of a button – if they desire.
At this point within the customer journey, the context of the self-service journey passes onto the agent, enabling them to pick up from where the journey broke down. As such, the customer does not have to repeat themselves, streamlining the experience.
Of course, the likelihood of such escalations reduces with the bot-powered CXone Guide solution. However, the solution is not totally dependent on CXone bots. NICE can augment the new self-service capabilities into bots designed on different platforms through its bring-your-own self-service bot programme.
For example, companies with Microsoft Azure, Amazon Lex and IBM Watson bot may enjoy a no-code integration into the NICE CXone CCaaS environment.
Contact centres may also implement these bots for agent-assist to further simplify the contacts that filter through to human support.
Such solutions are rising in prominence given the developments in self-service and automation. Now, agents deal with fewer calls that are easy to handle, making their job harder.
NICE seems to be preparing for this future reality with its new releases – stripping simple contacts away through enhanced self-service and prepping contact centres to adjust to this trend’s impact on agent experiences.
