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
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
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
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
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
Delivering a complete omnichannel management paradigm across contact center operations
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

Learn More on Delivering Smart Digital Conversations

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

Transform Your Contact Center Software

NICE inContact CXone, the world’s #1 cloud customer experience platform, helps organizations be first in their industry by powering exceptional experiences for customers and employees. CXone is the first and only cloud contact center platform unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence—all built on an Open Cloud Foundation