Digital customer service | Digital messaging channels for service

Today’s consumers are trying to reach you on digital messaging channels for service: do you speak digital?

NICE inContact CXone is leading a new era of Smart Digital Conversations by eliminating traditional barriers to exceptional omnichannel customer experiences with new innovations across your contact center operations.

91% of Consumers Want Seamless Omnichannel Interactions Across Messaging and Real-time Voice & Chat

Be Where Your Customers Are

Make All Agents Digital-first Omnichannel

Gain Lifelong Customer Loyalty

Watch Webinar

See How A Leading Transportation Provider Drives Customer Loyalty with Smart Digital Conversations

Watch Demo

Watch Webinar

CX Maturity Model Assessment

Research indicates that 89% of companies expect to compete largely on customer experience, and another 62% view customer experience as a competitive differentiator. Use this interactive tool to measure your contact center CX maturity. By using this tool, you can improve CX by identifying and making the most impactful changes to your people, processes and technologies.

Launch Interactive Tool

Now It’s Easy to Offer Service in All the Digital Channels Your Customers Crave

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect. Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools. Simple to Activate: pre-integrated channels make it easy to offer to customers and agents. Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents

Provide All Agents a Simple and Elegant Way to Provide Digital-first Omnichannel Experiences

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment. Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’. Customer Card: full customer context, journey and conversation history, plus sentiment

Manage Digital-first Omnichannel Interactions Across the Contact Center

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations. Self-Service: native AI-powered chatbot and 20+ DEVone AI bots with seamless elevation to agents. Intelligent Routing: AI-powered natural language and Predictive Behavioral Routing for voice/chat and digital messaging channels. Blended Agents: complete quality, coaching , recording, scheduling tools to optimize management and engagement of a true omnichannel team. Digital Voice-of-the-Customer: feedback surveys and speech/text analytics that capture, analyze, and drive action on CX insights

Making it easy and economical to offer the full range of digital messaging options to customers

Now It’s Easy to Offer Service in All the Digital Channels Your Customers Crave

Empowering all agents to deliver omnichannel service with context vs. silos of digital agents

Provide All Agents a Simple and Elegant Way to Provide Digital-first Omnichannel Experiences

Delivering a complete omnichannel management paradigm across contact center operations

Manage Digital-first Omnichannel Interactions Across the Contact Center

Learn More on Delivering Smart Digital Conversations

3 Industries That Can Benefit Immediately from Digital Customer Service

When it Comes to AI, Transparency is Key

Let’s Chat about Chat

Watch Webinar

One Platform to Unite Them All

Digital channels are critical for contact center success. Learn how digital impacts your consumers daily lives and how you can ensure you incorporate this effectively into your agent and customer experience.

Why NICE inContact CXone? It's a Recognized Industry Leader

Named a leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

Learn More

Named a leader in the first ever Forrester Wave: Cloud Contact Centers, Q3 2018

Learn More

Unanimous market leader from other independent analysts

Learn More

Transform Your Contact Center Software

NICE inContact CXone, the world’s #1 cloud customer experience platform, transforms your call center software – empowering exceptional agent and customer experiences: every channel, every time. CXone is the first and only platform unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence—all built on an Open Cloud Foundation.

smart-digital-conversations_Solutions Feature Background