NICE CXone

A world leader in cloud computing contact center platforms
CXone is a cloud computing platform that captures different types of interactions. It allows you to manage all types of communications with your customers.
CXone is the only call center cloud computing platform in the world that unifies the best in multi-channel interaction management, analytics, workforce optimization, robotics, and artificial intelligence in a single application. Fully scalable and built on an open cloud foundation, you’ll never need to replace it.
With CXone, you only pay for what you use and you are free to increase or decrease the number of activated agents at any time. The CXOne offering is open and extensible, with more than 250 APIs and 75 development partners.

Feature bundling

Management of omnichannel customer interactions
A leader in the cloud computing contact center industry, CXone is an interaction management platform that allows your agents to interact with customers over any channel. CXone is easy to use and integrates easily with leading CRM solutions.
With CXone’s interaction management, gain flexibility by quickly deploying agents anytime, anywhere for maximum operational flexibility, and implementing routing and interactive voice response changes in a matter of hours.

Analytics
CXone’s analytics analyzes data from all touch points along the customer journey. It is the most comprehensive approach available today to customer engagement analysis, as well as micro-level interaction analysis, macro-level path analysis, IVR optimization and predictive modeling to match agents to customers.
This platform provides you with valuable insights to improve customer experience and agent performance. It also helps you better manage costs and ensure compliance of interactions, customer loyalty, sales effectiveness, and customer satisfaction.

Workforce optimization
CXone Workforce Optimization is a suite of unified applications that enable organizations to record agent voice and screen interactions, improve productivity, identify performance gaps, provide targeted coaching, and effectively forecast staff workloads and schedules.
CXone’s workforce optimization is simple and flexible. It allows you to increase or decrease the number of subscribing agents based on seasonal or business fluctuations and optimize the company’s profitability through a pay-per-use model. These applications are hosted in a secure Canadian environment with a fault-tolerant system that operates 24 hours a day, 7 days a week, 365 days a year.

Robotics and artificial intelligence
In all industries, organizations rely on routine and repetitive processes to achieve their business objectives. Today, many companies understand that by freeing employees from manually executing these repetitive processes and using software robots, they can reduce processing time and cost, improve service level agreements, and lead to increased customer and employee satisfaction while enabling a rapid return on investment. CXone’s robotic process automation meets all of these objectives and enables flawless, efficient and accurate service.

Benefits

  • Scalable platform
  • Unmatched flexibility
  • Native WEM integration (Workforce Engagement Management)
  • Implementation in a few hours
  • Ability to increase or decrease the number of agents deployed quickly and at any time
  • Ability to support geographically dispersed implementations
  • Integrations with Microsoft (Dynamics), Oracle (Service Cloud), Salesforce and Zendesk
  • Pay per use
  • Free upgrades
  • Possibility of 24/7 support

Contact our specialists to learn more about our contact center solutions!