NICE and Google Cloud Collaborate to Drive Smarter Digital Conversations and Improve Self-Service Experiences
18 Novembre 2021 - 12:30PM
Business Wire
Integration of NICE’s AI-powered CXone with
Google Cloud’s CCAI applications to make human agents, voice bots
and chatbots more effective
NICE (Nasdaq: NICE) today announced it is collaborating
with Google Cloud to address the growing demand for more effective
and automated customer self-service systems that integrate with
traditional contact centers. NICE is integrating its cloud-based,
AI-powered CXone customer experience platform – used by 85 of the
Fortune 100 companies – with Google Cloud Contact Center Artificial
Intelligence (CCAI), a group of APIs that bring the best of Google
AI to contact center use cases. The combination will provide
businesses with more sophisticated and efficient ways to engage and
help customers across digital and voice touchpoints.
Research conducted by NICE found 84 percent of consumers are
more willing to do business with companies that offer self-service
options, but only 61 percent say companies offer easy, convenient
self-service. Businesses are increasingly incorporating AI to boost
customer service capacity, enhance human agent performance and make
their conversational self-service options more effective. NICE
CXone provides no code/low code integration and consolidated
journey orchestration with Google Cloud CCAI, to enable intelligent
natural language capabilities across various stages of the customer
journey, including self-service bots and agent-facing virtual
assistants. This empowers businesses to offer smarter self-service
conveniences and AI-enhanced assistance.
- CXone Virtual Agent Hub allows businesses to expand their
customer self-service capabilities with easy to integrate
conversational bots for voice and chat leveraging Google Cloud's
Contact Center AI. Now, businesses can rapidly integrate Google
Cloud Dialogflow self-service bots without any coding, while
retaining full control of the customer experience.
- Deployed in combination with CXone Agent Assist Hub, companies
can use Google Cloud’s Agent Assist to empower their customer
service representatives with real-time, automated knowledge support
during live chat interactions. Google Cloud reports that contact
centers using Agent Assist have seen their agents respond up to 15
percent faster to chats, reducing chat abandonment rates and
solving more customer problems.
“As AI-powered virtual assistants continue to become a more
crucial part of the customer service mix, contact centers want
flexibility and choice in deploying conversational AI bots,” said
Paul Jarman, NICE CXone CEO. “Our collaboration with Google
Cloud illustrates our commitment to innovation and integration with
leading providers. We’re proud to provide contact centers with the
freedom to adopt AI easily and quickly and drive next-gen,
digitally fluent customer experiences.”
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/20211118005642/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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