NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management. It offers integrated tools to drive and empower agents, elevating performance and enabling contact center managers to quickly respond to meet or exceed their service level agreements (SLA).
CXone empowers managers to quickly and easily make omnichannel routing changes based on changing business conditions and/or contact center agent needs and capabilities. As a unified suite, CXone makes omnichannel routing, workforce management, quality management, contact center reporting and analytics and more all accessible in a single application.
With integrated quality management analytics, managers can see real-time contact center agent performance and adapt accordingly, coaching them when needed and giving them more responsibility when warranted. Managers can leverage their personal dashboards to monitor KPI performance and adapt on the fly.The integrated call center software capabilities and real-time performance monitoring empower contact center managers to be more effective and efficient in empowering agents and delivering exceptional customer experiences.