#contactcenterworld, @NICELtd, @googlecloud
Hoboken, NJ, USA, Nov, 2021 -- NICE (Nasdaq: NICE) 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 with Google Cloud Contact Center Artificial Intelligence (CCAI), a group of APIs that bring the best of Google AI to contact center use cases.
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.
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"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."
Posted by Veronica Silva Cusi, news correspondent
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Monday, November 22, 2021
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