NICE has announced the launch of CXone SmartReach following the acquisition of leader in proactive conversational AI ContactEngine.
CXone SmartReach is a comprehensive AI-powered solution enabling businesses to have proactive, multi-day, asynchronous conversations – interacting with customers through their channels of choice even before they reach out for service.
ContactEngine AI manages intelligent conversations, transforming the efficiency and costs of operations, and revolutionising customer experience.
Paul Jarman, NICE CXone CEO, said: “We are entering a new era of expectations for the Experience Generation, where demands are shifting how digital service is delivered.
“Organisations need to reinvent digital service from a reactive approach to consumers’ needs – to a proactive personal touch in their digital channel of choice.