NICE has announced the Spring 2023 release of CXone, which adds new artificial intelligence (AI)-powered capabilities that accelerate digital fluency to help brands master customer experience interactions (CXi).
The new release unveils a comprehensive, well-rounded set of offerings to meet customers at their preferred digital doorstep and empower sales-driven agents to deliver seamless experiences to win new business. The new capabilities include enhanced digital reporting capabilities, providing historical visibility into agent performance across multiple digital channels.
The CXone Spring 2023 release produces plug-and-play simplicity to accelerate development efforts. In addition, an all-new bot skills library creates a community for bot builders to share capabilities to expedite the development of smarter bots.
No code templates enable customers to effortlessly create rich messaging across multiple digital channels, including Google Business Messaging, WhatsApp, Facebook Messenger, and Apple Messages for Business. This opens enormous opportunities for agents to provide richer interactions on customers' preferred digital touchpoints.
Ten new sales-effectiveness Enlighten AI models bring real-time interaction guidance to the front line of revenue generation. The models, designed explicitly for agents engaged in sales, coach the agent in real-time, pinpointing opportunities and displaying sales metrics and behaviour scores for performance improvement.
"We are proud to launch another milestone, allowing our customers to leap forward in their journey to create AI-driven digital fluency. The ability to build and deploy smart bots, along with new Enlighten sales models, is a major competitive differentiator, delivering real-time guidance to sales agents to win new customers and drive massive revenue growth for brands," says Barry Cooper, president of the CX division at NICE.
"Featuring cloud-native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact centre and beyond. Over 25,000 organisations in more than 150 countries, including over 85 Fortune 100 companies, partner with NICE to transform and elevate every customer interaction."
NICE says its CXone is a complete CX platform for every CXi journey, as it delivers frictionless CX interactions across the end-to-end journey.
With CXone, clients can access unlimited innovation via open APIs and pre-integrated certified partner applications on the NICE CXexchange marketplace. Moreover, NICE robotic process automation and AI contact centre solutions simplify service delivery for faster resolution of customer issues and reduced costs. Clients can build suitable CXi journeys with a CX-focused, purpose-built artificial intelligence engine.
"CXone drive success with real-time information and guidance for fast, personalised and informed agent-assisted interactions. It seamlessly guides customers through their personalised journey with AI powered experiences. It empowers your customer to resolve needs when, where, and how they want, with self-service that just works. It gives your customers a smart start to every journey - everywhere and anywhere - with knowledge and engagement across any kind of digital and voice," concludes Cooper.
