NICE inContact has announced the NICE inContact CXone Spring 2018 release with new capabilities to enable organisations of all sizes to win in the experience economy. To continuously improve customer interactions across the customer journey, contact centres will be empowered to:
- Gain deeper voice of the customer (VoC) insights with new CXone Feedback Management
- Strengthen agent engagement with workforce optimisation (WFO) innovations
- Elevate omnichannel customer experiences with enterprise enhancements
- Collaborate more easily across customer-facing teams with a seamless user experience between unified communications as a service (UCaaS) partners and contact centre as a service (CCaaS)
“The latest release of NICE inContact CXone demonstrates our commitment to enable contact centres to win in the experience economy by leveraging advanced, unified capabilities across the CXone cloud platform,” said Paul Jarman, CEO, NICE inContact,
“Richer insights into customer experiences, more effective collaboration for customer-facing teams, and a more streamlined agent experience combine to help organisations achieve their goals and deliver exceptional customer experiences.”
Gain Deeper Customer Experience Insights Across Channels with New CXone Feedback Management
CXone Feedback Management provides omnichannel customer surveys that deliver in-depth analytics, as well as benchmarking capabilities and best practice training. Interactive dashboards present rich analytics from customer experience surveys so that insights are easy to understand and act on. Users can gather unbiased feedback from customers via a wide range of communication channels including email, interactive voice response (IVR), SMS/text, and web. CXone Feedback Management is now integrated with NICE inContact CXone cloud customer experience (CX) platform.
CXone Feedback Management is built by the experts at NICE Satmetrix, co-creator of the Net Promoter Score® (NPS) and the most trusted source for insight and data on what customers think of your performance. This is the first time NICE Satmetrix technology has been made available for voice surveys via IVR, resulting in higher response rates and expanded insights with near real-time speech to text transcription. Leveraging this market-leading technology and knowledge base, CXone Feedback Management enables customers to derive the greatest possible value from their voice of the customer program. Customers can also compare their performance to industry peers with easy, unlimited access to NPS benchmarking data and access best practice training on customer feedback programs from within the solution.
Strengthen Employee Engagement and ROI with Innovative WFO Updates
The spring 2018 release of CXone delivers several innovative updates to provide a seamless agent experience across workforce optimisation, omnichannel routing, and CRM. Contact centres that have fully embraced moving to the cloud, as well as organisations that are taking an incremental cloud approach can benefit from CXone.
Flexible deployment options with NICE inContact CXone empower contact centres to take the path to the cloud that makes the most sense for their business today – or in the future. Now CXone provides innovative deployment options for organisations looking to move to the cloud while maintaining components of their on-premises systems. For companies with on-premise NICE WFO systems, CXone Omnichannel Routing and CXone Analytics cloud products can be integrated with their current NICE WFO system to keep interaction recording and quality management on-premises, maintaining local control over recordings and continuing to leverage their current investment. Another option—now available with CXone Workforce Optimization Pro—is for companies with traditional on-premises telephony systems from leading PBX providers who want to take their first step to the cloud with WFO while leveraging their current PBX or on-premises ACD investment.