NICE has announced the Summer 2022 release of CXone, its flagship customer service platform.
The release introduces new capabilities aimed at enhancing journey orchestration and overall contact centre performance.
The new capabilities also streamline CCaaS integrations by adding mobile software development kits and new integration options.
Focusing on the digital and artificial intelligence side of the platform, NICE strengthens its commitment to improving conversational self-service with new-and-improved bots.
Powered by Enlighten XO, a solution that turns conversations into insights, CXone Intelligent virtual agents (IVA) can self-train in a matter of days to deliver frictionless digital customer experiences.
Together with the SmartAssist capability, CXone IVAs foster an empirical approach to self-service, increasing containment rates, i.e. the number of people who successfully engage with a self-service system and end the interaction without transferring to a human agent.
Paul Jarman, CEO, NICE CXone, said: “Friction is the underlying challenge businesses have in delivering exceptional CX today as consumer expectations for fast, convenient digital and self-service options continue to increase.