NICE CXone Accelerates CX Digital Transformation with New Integrated Intelligent Self-Service and Enlighten AI-Powered Agent Engagement Solutions
28 Octobre 2021 - 12:30PM
Business Wire
The NICE CXone Fall 2021 release drives
powerful CSAT improvements by creating frictionless customer
experiences that start at brands’ digital doorsteps, spanning
self-service and agent-assisted interactions
NICE (Nasdaq: NICE) today announced the CXone Fall 2021
release, which includes innovative capabilities that help
businesses address the growing demand for digital interactions and
intuitive self-service. CXone’s powerful new intelligent and
effective self-service options enable businesses to deliver answers
faster, boost CSAT and accelerate digital transformation. With new
conversational AI bots that act on complex consumer requests and
context changes, the latest CXone release enables end customers to
receive more accurate, complete answers at the first digital entry
point and provides agents with the guidance needed to boost
customer satisfaction for every interaction. In addition,
supervisors and quality managers gain access to new AI-powered
insights on agent soft skills that help ensure better customer
experiences.
A NICE survey revealed that 62 percent of contact centers
reported an increase in digital interaction volumes during the
global pandemic. In 2020, the preference for self-service channels,
such as websites, IVR, and chatbots, increased to 42 percent, up 15
percentage points from 2019. The preference for agent-assisted
channels, such as phone, email, and online chat, decreased from 72
percent to 57 percent. These metrics indicate the importance for
companies to maintain a balance between providing smarter, adaptive
self-service across channels, while also providing agents with the
specific next-best actions and behavioral guidance they need to
deliver exceptional experiences. The NICE CXone Fall 2021 release
allows businesses to provide end-to-end, digitally fluent customer
service with the following advanced innovations:
- Power smarter bots for frictionless, end-to-end, self-service
that boosts CX while reducing cost-to-serve:
- Advanced intelligence for voice and chat self-service provides
businesses with out-of-the-box, machine learning-infused
capabilities to build, manage and deploy smarter, more effective,
natural language self-service. CXone SmartAssist — an intelligent
virtual assistant that automates complex conversations with
customers — is powered by Amelia, among the most comprehensive
conversational AI on the market and available exclusively through
NICE.
- Businesses with more straightforward self-service needs can now
cost-effectively enhance their self-service options and expand
presence on social channels with little to no coding using CXone
Bot Builder. End-to-end DIY digital chatbot development — from
building and testing to improvement and deployment — mitigates cost
and complexity. New API integration now allows bots to connect with
internal or third-party applications to automate new and more
sophisticated self-service use cases. Businesses that need an
accelerated path to smarter customer engagement can use CXone
Answers, a new solution that combines CXone Bot Builder with
knowledge management (CXone Expert) for a dynamic FAQ chatbot that
answers customer questions faster across digital channels.
- Reach consumers wherever they are by instantly delivering
knowledge in their native language with AI-driven neural machine
translation: CXone Expert’s new Instant Translation allows
companies to extend their reach to more global markets and enables
consumers to self-serve in 71 languages, reducing customer effort
to consume knowledge and resolve issues without the need for a live
agent. Its unique AI-based approach allows for quick and seamless
translation, empowering businesses to serve emerging markets
cost-effectively while improving CSAT.
- Use AI to gain critical insight on service quality and coaching
to elevate agent preparedness and engagement: An upgrade to CXone,
Quality Management and Interaction Analytics now embed proprietary,
pre-built NICE Enlighten AI models to measure and understand
critical agent behaviors for powerful post-interaction analytics on
100 percent of calls. Empower business analysts and quality program
managers with out-of-the-box metrics and reporting on agent CSAT
behaviors, allowing them to discover agent behavior trends, improve
coaching programs and better prepare and engage agents to deliver
hyper-personalized service and rapid resolution.
In addition, new e-commerce capabilities have been added to the
CXexchange online marketplace to make it easier for CXone customers
to extend their investment with partner solutions. In just a few
clicks, customers can buy or start a free trial of select partner
offerings and have them automatically added to their monthly
invoice for simplified billing and a unified customer
experience.
Paul Jarman, NICE CXone CEO, said, “Consumer expectations
for seamless, rapid self-service on digital channels continues to
grow, and there is zero tolerance for waiting in long queues for
answers. With the fall 2021 release of CXone, we bring advanced
capabilities to accelerate digital transformation and enable
exceptional, end-to-end self-service experiences, allowing
consumers to get answers to the most complex and sophisticated
questions from the very first digital entry point.”
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Jarman, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20211028005480/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com
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