With a comprehensive set of digital assets and CCaaS, NICE CXone creates frictionless end-to-end experiences from the digital doorstep throughout the customer journey
HOBOKEN, New Jersey, October 07, 2021– (BUSINESS WIRE) –ATTRACTIVE (Nasdaq: NICE) today announced the next step in customer experience (CX) with the introduction of Customer Experience Interactions (CXi), a new framework delivered through a unified suite of applications on the CXone platform. CXi enables organizations to intelligently meet their customers wherever their journey begins, enables resolution through AI and data-driven self-service, and prepares agents to successfully resolve any event related to customer needs.
CXi offers a holistic approach to bridging the gap between the expectations of today’s consumers and the delivery of extraordinary experiences by organizations. By redefining the way organizations engage and interact with customers, CXi provides the industry’s only combination of CCaaS, WFO, Analytics, AI and Digital Self-Service based on CXone, the world’s leading cloud-native CX platform. . This creates intelligent, connected, self-service and human-assisted interactions throughout the customer journey.
CXi is delivered through the seamless integration of several core features as part of the CXone platform:
Digital entry point solutions that help give customers a smart start to their journey right at that digital door, like when searching the internet, and providing customers with the right content, guiding them to find what they’re looking for and interacting proactively rather than waiting for them to begin the journey.
Complete orchestration of the trip solutions that connect and route customers across their journey seamlessly, consistently and intelligently, combining digital channels, voice, self-service and agent support into one.
Smart self-service features that enable organizations to create intelligent, automated conversations driven by data that shows what customers want and how they express it. It comes with the ability to find and deliver the right content and the right resolutions to customer needs.
Prepare contact center agents who are real-time engaged, knowledgeable, and empowered so they can create the most hyper-personalized, unique interactions that delight customers and resolve issues quickly.
Complete performance solutions based on NICE’s leading suite of WFO, Analytics and VOC solutions to help understand, analyze and improve journeys, continuously improving the customer experience.
At the heart of CXi is Enlighten AI, NICE’s unique CX-focused, purpose-built AI engine. Based on CX conversation dates, Enlighten AI provides specific predictions, decisions, and actions for a variety of relevant use cases, from smarter forecasting to agent soft skills behaviors and up to prediction of CSAT.
“We are experiencing accelerated cycles of innovation and adoption of technology, leading to the constant creation of new consumer expectations,” said Paul Jarman, CEO of NICE CXone. “In fact, customer expectations will change more over the next five years than they have over the past 15 years. The traditional service approach misses the full course and set of customer needs. Owning every digital door and mastering each of them to deliver meaningful experiences to customers is not only an incredible driver for meaningful disruption and market differentiation, but is also crucial for true customer satisfaction and customer loyalty. Mark. Today we are applying a new CX standard powered by CXone that unifies all interactions into a single intelligent platform.
With NICE (Nasdaq: NICE), it has never been easier for organizations of all sizes around the world to create extraordinary customer experiences while meeting key business metrics. Powered by the world’s # 1 cloud native customer experience platform CXone, NICE is a global leader in AI-based contact center software. More than 25,000 organizations in more than 150 countries, including more than 85 from the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com.
Brand 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 complete list of NICE trademarks, please see: www.nice.com/nice-trademarks.
This press release contains forward-looking statements as defined in the Private Securities Litigation Reform Act of 1995. These forward-looking statements, including statements by Mr. Jarman, are based on the current beliefs, expectations and assumptions of the management of NICE. Ltd. (the society “). In some cases, such forward-looking statements may be identified by words such as “believe”, “expect”, “seek”, “may”, “intend”, “intend”, “Should”, “plan”, “anticipate”, “” plan “,” estimate “or similar words. Forward-looking statements are subject to a number of risks and uncertainties which could cause results or Actual Company performance differs 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; the successful execution of the Company’s growth strategy; the success and growth of the Company’s Cloud Software-as-a-Service business; changes in technology and market requirements; declining demand for the Company’s products; in ability to develop and introduce new technologies, products and applications in a timely manner; 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 agreements; the Company’s dependence on third-party providers of cloud computing platforms, hosting facilities and service partners;, cybersecurity attacks or other security breaches against the Company; the effect of any newly enacted or amended laws, regulations or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the United States 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 assumes no obligation to update or revise them, except as required by law.
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Corporate media contact
Christopher Irwin-Dudek, +1 201 561 4442, ET, [email protected]