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NICE inContact CXone Adds AI to Drive Higher CSAT and Lower Service Cost


NICE inContact, a NICE business (Nasdaq: NICE), announced the Spring 2021 release of CXone, which adds artificial intelligence (AI) technology with Real-Time Interaction Guidance for agents, expands self-service capabilities, extends its digital-first reach, and empowers work-from-anywhere teams.

With the Spring 2021 product release, organizations can now leverage NICE Enlighten AI models to guide agents at the point-of-service, boosting customer satisfaction in real-time. In addition, CXone is enabling organizations to add custom apps as digital channels and is offering a new "no-code" integration framework to "bring your own" virtual agents from Google and others. Also, with this release, new features in CXone Workforce Engagement provide agents with anytime, anywhere mobile scheduling and streamline coaching efforts.

"By focusing on building in agility through four key pillars – AI, digital engagement, self-service, and agent empowerment – CXone is setting the standard for delivering the latest innovations that build customer relationships that last," said Paul Jarman, NICE InContact CEO.


Date Posted: Wednesday, March 10, 2021

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