News : NICE inContact CXone Improves Customer Experience with Textel
Salt Lake City, UT, USA, Jan, 2018 -- NICE inContact, a NICE (Nasdaq:NICE) business, announced that Textel (textel.net) is integrating its SMS application into NICE inContact CXoneTM, a cloud customer experience platform.
Textel provides businesses the opportunity to text with their customers using their existing business phone number, extending the SMS capability of CXone by adding two-way SMS functionality and mass texting.
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"Textel is excited for this partnership with NICE inContact and being part of CXexchange," said James Diel, CEO of Textel "Our technology helps brands easily connect with their customers via the preferred medium of text. Texting significantly lowers call volumes, increases Net Promoter and Customer Service Index (CSI) scores as well as generates leads. Textel is now proudly integrated with CXone."
"Today's mobile customers look for the convenience of text messaging instead of phone calls for simple customer service requests," The customer experience includes much more than voice interactions," said Paul Jarman, CEO of NICE inContact. "With Textel's SMS functionality NICE inContact customers can improve customer experience by providing service for customers via two-way text or proactive text notifications. We welcome Textel as part of the CXexchange marketplace."
Posted by Veronica Silva Cusi, news correspondent
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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: Tuesday, January 23, 2018
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