News : NICE inContact CXone Solution Helps TechStyle Improve Efficiency
Salt Lake City, UT, USA, Aug, 2018 -- NICE inContact, a NICE (Nasdaq: NICE) business, announced business results TechStyle Fashion Group achieved with the NICE inContact CXone AI Self-Service Solution, including integrated SmartAction Omni-bot™, that improves operational efficiency, enhances customer experience, and reduces operational costs. SmartAction’s Omni-bot provides conversational artificial intelligence (AI) voice and digital self-service and is available on CXexchange marketplace.
TechStyle Fashion Group—owner and operator of JustFab, Fabletics, Fabkids, and ShoeDazzle brands—is an online subscription fashion retailer that offers a personalized shopping experience based on members’ fashion preferences. The company had been offering conversational voice self-service for several months but wanted to offer a similar self-service experience in their fastest growing channel: chat. Before implementing the CXone AI Self Service Solution, chats were directly routed to a live chat agent without any authentication or self-service features. This caused spikes in volume and made it difficult to staff appropriately, especially considering the cyclical nature of the business. TechStyle needed a way to ease the stress on forecasting and staffing.
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The successful implementation of TechStyle’s Chatbot delivers true omnichannel self-service as well as blended live agent interactions for members. As a result, members now have 24/7 availability to self-service features like checking on the status of an order, billing questions, and skipping a month.
"Any benchmark we created would have been easily surpassed. With the partnership of NICE inContact and SmartAction, we feel confident to say we are in good hands," said Mike Gamez, GMS Member Solutions Manager at TechStyle.
"The CXone customer experience platform enables contact centers to customize robust solutions and continually adapt to changing requirements and customer expectations," said Paul Jarman, CEO of NICE inContact. "We’re pleased to share the cost reduction and customer experience improvement results TechStyle Fashion Group achieved with the CXone AI Self-Service Solution, in partnership with SmartAction."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Self-Service Functionality
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About NICE inContact:
NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is the industry’s largest partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone.
Published: Tuesday, August 21, 2018
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