NICE announces the release of CXone Spring 2022

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NICE is accelerating self-service success with the launch of innovative AI-powered capabilities in its Spring 2022 release of CXone
Further developing the CXi platform, new CXone features proactively guide digital conversations that prevent self-service abandonment and expand chatbot support to bring to boost CSAT

PLEASANT announced the Spring 2022 release of CXone, which adds innovative new features that accelerate self-service success. Further developing NICE’s CXi platform and its focus on the end-to-end digital customer journey, the new capabilities proactively anticipate friction points across the web and across mobile journeys and simplify them to drive CX. and more positive conversion and deepening faithfulness. Extensive integration with additional bots and assistants for voice and chat, from industry-leading bot frameworks, makes data easily accessible to agents when needed while increasing companies’ ability to provide support in the whole world.

Paul Jarman, CEO, NICE CXonecommented,

“In today’s age of instant gratification, customers expect speed and efficiency with minimal effort to receive service. Resolving friction and guiding customers through the times when they need help is key to changing experiences and building lasting relationships. »

“With the Spring 2022 release, CXone brings innovative features that transform self-service into a more proactive experience that benefits both customers and agents, building brand loyalty.”

The CXone Spring 2022 release results in:

Faster online resolution with guided web and mobile journeys:

– CXone Guide proactively provides contextual guidance without human assistance for accelerated self-service success. The solution makes it easier for customers to complete tasks, such as online application forms, without human assistance by providing information snippets when needed. Anticipating friction points, CXone Guide shares contextual “nudges” via pop-ups with timely and relevant on-page data to help struggling customers. This drives online conversions and resolutions and speeds up e-commerce while reducing support costs. CXone Guide is integrated with CXone Expert’s advanced knowledge management capabilities as well as web chat, allowing customers to further engage via self-service or directly with live agents.

– Mobile developers can now easily integrate CXone messaging functionality into their native app with mobile SDKs for iOS and Android.

Frictionless experiences that drive CSAT with new composable AI and self-service:

– Incorporating a host of new bot frameworks into its framework, NICE CXone now allows bringing your own self-service bots for digital chat and voice such as Microsoft Azure, Amazon Lex and IBM Watson for easy integration at low code/without code . CXone also integrates with Google Agent Assist across voice and chat channels, delivering relevant content and data to agents who manage omnichannel interactions at the right time within the unified agent. NICE is also adding support for additional digital channels such as Apple Business Chat as well as over 100 languages ​​for IVR and voice-enabled chatbots to help businesses serve global audiences. Together, these new features strengthen CSAT, increase containment, and reduce service costs.

– CXone Bot Builder, which allows companies to create their own bots with a simple drag and drop, is now enriched with advanced learning information that enables smarter self-service. The ability to train bots personalizes engagements and improves recognition, such as synonyms, industry terms, formats and more. Public testing makes it easier to pilot bots with real users, improving bot performance and business operational efficiency

With NICE, it’s never been easier for organizations of all sizes around the world to create extraordinary customer experiences while meeting key business metrics. With CXone, the world’s #1 cloud-native customer experience platform, NICE is a global leader in self-service and AI-powered agent-assisted CX software for the contact center – and beyond. More than 25,000 organizations in more than 150 countries, including more than 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.

For more information on NICE, see their company profile

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