In an age where customer expectations are constantly evolving, it pays to invest in a customer experience platform that empowers organisations to meet these shifting demands and ensures that their agents can deliver exceptional service around the clock.
As a fully-integrated, open cloud contact centre platform that combines market-leading omnichannel routing with highly advanced workforce optimisation, analytics, automation and AI, NICE inContact CXone™ seems to offer the perfect solution.
To find out more, we met up with NICE VP of Portfolio Sales, Aviad Abiri and asked him to tell us how NICE InContact CXone came into being, what changes has it made to the customer service industry and what vision NICE has for its platform in the future.
After having worked at NICE for 20 years, Aviad Abiri has seen the company grow from a call recording vendor for contact centres into a market-leading enterprise software provider that enables organisations to improve their customer experience and efficiencies, whilst strengthening workforce engagement and driving greater value into every customer interaction through a set of powerful analytics.
With a portfolio that comprises of over 16 different solutions ranging from omnichannel capture to omnichannel routing, workforce optimisation, powerful analytics, automation, AI and cloud solutions, NICE have many cards in their deck, so to speak, and NICE InContact CXone offers each and every one of them within a single cloud platform.
What’s particularly interesting about this platform is that, unlike many other companies in the market that will simply take their existing on-premises solutions and throw them into the cloud, NICE have spent the last 2-3 years prior to the announcement of the NICE InContact CXone™ release rewriting their solutions in a new cloud-native form.
This decision came after NICE recognised that many organisations in the marketplace were having a hard time responding to the changing landscape of customer expectations, and whenever new channels came up that they needed to incorporate into their customer service framework, they were struggling to implement them in a fast, non-complicated way.
In response to this problem, Abiri states:
“We decided to write our stack from scratch and build a true native cloud solution that allows organisations to add components really quickly, pay for what they use, have full elasticity and to be able to have a single unified platform that has shared services like single point of administration, single area of reporting and the same UI.”
Given that NICE have invested so much time into making CXone a cloud-native platform, we wanted to know where they stood on hybrid deployment and how much support they offer to those partners still utilising on-premises applications.
In response, Abiri informed us that NICE are fully aware that their partners won’t all be moving to the cloud over night and every separate organisation will want to take its own journey at a pace that is most comfortable to them. With this in mind, although all the CXone applications are pure cloud applications designed specifically for that type of deployment, the CXone platform offers an open framework environment with many open APIs purposely built into it so that partners can work in a hybrid mode.
