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.