NICE CXone

by NICE CXone

Complete CXi platform for every journey

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A platform that thinks smarter and works harder

Only CXone delivers CXi: frictionless experiences across the entire customer journey for the contact center – and beyond.

Digital Entry Points

  • Give your customers a smart start to every journey with knowledge management across search, websites, and mobile.

Journey Orchestration

  • Seamlessly guide customers through their personalized journey with AI-powered experiences.

Smart Self-Service

  • Self-service that works. Every time. With AI, bots, and proactive engagement.

Prepared Agents

  • Drive success with real-time information and guidance for fast, personalized experiences.

Complete Performance

  • Unlock your full CX potential with full visibility across operations.

Automation

  • NICE Robotic Process Automation and AI contact center solutions simplify service delivery for faster resolution of customer issues and reduced costs.

Enlighten AI

  • Build the right journeys across with a CX-focused, purpose-built artificial intelligence engine.

Open Cloud Platform

  • Champion innovation through an extensible, enterprise-grade platform that scales securely, deploys quickly and services customers globally.

NICE CXone Bot Builder

NICE CXone Bot Builder takes the cost and complexity out of adopting digital self-service with an easier way to create omnichannel conversational AI bots that understand context, find answers, and deliver the best possible automated experience. Rapidly build, test, and maintain conversational AI bots for faster self-service and better CX on digital and social channels—no coding required. As part of CXone, Bot Builder ensures a continuous contact flow, including seamless full-context elevation from bot to agent (so customers never start over). Bot Builder natively integrates across the CXone platform— knowledge management, self-service, routing, reporting, tenant/user management, and more—providing a one-of-a-kind unified experience for your customer service operation.

NICE CXone Interactive Voice Response (IVR)

  • NICE CXone Interactive Voice Response (IVR) is voice self-service that accel-erates resolution, improves routing and cuts costs with automation. It leverages natural speech to collect caller information and determine optimal handling for an improved customer experience. CXone IVR offers centralized administration enabling immediate response to dynamic business conditions and customer journey optimization. As part of a unified cloud-native platform, CXone IVR is fully integrated with the ACD and uses the same powerful easy-to-use visual design tool to build intelligent data-directed routing that ensures customer calls are resolved quickly and efficiently — every time.

NICE CXone SmartAssist by Amelia

  • NICE CXone SmartAssist by Amelia enables your customers to communicate via natural language (voice or chat) to resolve support issues or ask questions when they contact your business. SmartAssist responds quickly and carries out tasks for users by connecting with back-office applications, then delivers relevant personalized information efficiently, freeing up contact center agents to focus on higher-value tasks.

NICE CXone Expert

  • NICE CXone Expert is innovative knowledge management that meets consumers at their point of need and makes the correct self-service answers easy to find. As part of the CXone cloud-native platform, Expert optimizes your organization’s content to improve the customer journey with effortless self-service, starting with Internet search and extending across web pages, bots, and digital channels.

NICE CXone Self-Service Analytics

  • NICE CXone Self-Service Analytics spots friction points in self-service journeys so you can boost containment rates and CSAT. Quickly find adverse patterns in your IVR paths with simple dashboards. Use this information to reduce customer effort and lower your cost of service by increasing self-service containment. Flexible visualization capabilities allow you to identify where issues are occurring, such as paths that frequently result in agent transfers. Once improvements are implemented, track changes to see trends and impact over time. Continue to refine self-service journeys as you add new options, pro- viding faster service and improved routing accuracy.