{"id":9906,"date":"2024-01-15T09:00:28","date_gmt":"2024-01-15T09:00:28","guid":{"rendered":"https:\/\/ucadvisor.com\/?p=9906"},"modified":"2024-01-16T11:25:24","modified_gmt":"2024-01-16T11:25:24","slug":"the-transformation-of-nice-next-gen-cx-powered-by-ai","status":"publish","type":"post","link":"https:\/\/ucadvisor.com\/the-transformation-of-nice-next-gen-cx-powered-by-ai\/","title":{"rendered":"The Transformation of NICE: Next-Gen CX Powered by AI"},"content":{"rendered":"

[vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern”][vc_column][vc_column_text]These days it\u2019s not just the features or products you offer to customers, or your amazing pricing strategy that determines whether you\u2019ll be successful in a competitive landscape. The one thing that matters more than anything else to your consumers \u2013 is the experience you deliver.<\/p>\n

Companies that focus on \u201cCX\u201d (Customer Experience) earn almost 80% more revenue<\/a> than their competitors, and their profits are up to 60% higher<\/a>. But delivering an amazing experience isn\u2019t easy, particularly as consumer expectations evolve. To delight and retain your customers today, you need to deliver amazing, convenient, and personalised support across multiple channels.<\/p>\n

The only way to do this? With the right contact centre platform. Vendors like NICE, one of the leading innovators in the CCaaS space, are transforming the customer service<\/a> landscape. Combining artificial intelligence, with unified digital platforms and rich CX capabilities, NICE\u2019s contact centre gives businesses a revolutionary way to separate themselves from the competition.<\/p>\n

Today we\u2019re taking a closer look at the NICE CX portfolio, and how its has evolved over the last couple of years.[\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern”][vc_column][vc_empty_space height=”40px”][vc_column_text]<\/p>\n

Introducing NICE: A CX Pioneer<\/h2>\n

NICE is one of the world\u2019s leading \u201cCX\u201d technology brands, offering a variety of tools for everything from omnichannel customer engagement, to workforce engagement management (WEM). As of 2023, it was named a leader in the Gartner CCaaS Magic Quadrant<\/a> for the ninth consecutive year.<\/p>\n

Plus, NICE has been recognized by a host of other industry analysts and publications, from Forrester, to the Ventana Research 2023 buyer\u2019s guide for contact centres.<\/p>\n

Since it launched in 1986, NICE has made a name for itself as an innovator, taking a comprehensive approach to serving companies looking to compete on experience. The NICE portfolio today offers tools for everything from journey orchestration, to intelligent self-service, and even generative-AI agent assistant apps. Plus, NICE benefits from one of the world\u2019s largest partner communities.<\/p>\n

It\u2019s open and flexible approach to development means NICE technologies can integrate with a host of different resources and tools, such as CRM, ERP, and even UCaaS systems.<\/a><\/p>\n

NICE promises companies:<\/p>\n

\u2022 Intelligence:<\/strong> Business leaders can build digital-first contact centres with NICE, using its cloud native platform, purpose-built AI, and unified suite of CX apps.
\n\u2022 Digital first experiences:<\/strong> NICE believes the future of customer service is digital. The CCaaS platform supports more than 30 digital, messaging, and self-help channels.<\/p>\n

\u2022 Comprehensive results:<\/strong> With NICE, companies get a comprehensive and best-in-class combination of CX applications, including workforce engagement tools.
\n\u2022 Excellent service<\/strong>: NICE is committed to supporting its community with incredible resources, technical guidance, and expert assistants.
\n\u2022 Proven leadership<\/strong>: With more than 30 years of leadership in the contact centre space, and a proven track record, NICE stands out from its competition.<\/p>\n

The Heart of the NICE Portfolio: Nice CXOne<\/h2>\n

Today, NICE offers companies one of the most comprehensive portfolios of CX tools in the modern world. It\u2019s comprehensive range of tools all comes together in one unified solution: CXOne. The \u201cCXOne\u201d CCaaS offering is one of the most complete cloud CX platforms out there, and one of the most advanced, thanks to the newly implemented \u201cEnlighten AI\u201d.<\/p>\n

Here are the core components included in CXOne:<\/p>\n

Enlighten AI: The Generative AI Toolkit<\/h3>\n

Probably the most exciting update to NICE\u2019s product collection in the last few years, was the introduction of Enlighten AI, a generative AI toolkit<\/a> custom-built for contact centres. The full toolkit consists of a handful of incredible tools, such as:<\/p>\n

\u2022 Autopilot<\/strong>: An AI-powered virtual assistant that guides customers through self-service experiences, offering personalised recommendations and support.
\n\u2022 Copilot:<\/strong> The virtual agent solution designed to support supervisors and agents in the flow of work, with real-time coaching, summarisation, and suggestions.
\n\u2022 Actions:<\/strong> Comprehensive data-driven reports and insights, and guidance offered by a generative AI conversational bot.
\n\u2022 Auto Summary<\/strong>: The automatic note-taking tool that can summarise every interaction and highlight key trends and action points.
\n\u2022 AI routing:<\/strong> Intelligent routing to match every customer with the ideal agent, based on your customer profile data and other factors.
\n\u2022 CSAT:<\/strong> AI-powered customer satisfaction score solutions designed to give you insights into the factors that influence customer sentiment.
\n\u2022 XO:<\/strong> AI tools for building your own self-service experiences across channels, and training team members.<\/p>\n

There are also Enlighten tools for specific functions, such as complaint management, specific segments, like vulnerable customers, and Enlighten tools for sales teams.<\/p>\n

Omnichannel Contact Centre<\/h3>\n

As mentioned above, NICE believes in empowering companies to connect with their customers over the channels they use most, from SMS, to messaging apps like WhatsApp. The comprehensive omnichannel contact centre supports every form of interaction, whether your customers contact you by video, phone, or social media.<\/p>\n

What\u2019s more, NICE has a fantastic \u201cdigital and self-service\u201d product collection. You can access knowledge management tools to create FAQs and guides that inform and guide your customers. Business leaders can design proactive conversational AI tools and chatbots, that respond to customer questions, or reach out with product recommendations.
\nPlus, there are built-in tools for self-service analytics, interactive voice response management, and web and mobile engagement.<\/p>\n

Journey Orchestration and CX Analytics<\/h3>\n

NICE excels at providing companies with the insights they need to deliver better customer experiences. The comprehensive range of reporting tools and analytical solutions offer insights into everything from employee performance and call quality, to customer sentiment.<\/p>\n

Companies can analyse interactions with natural language processing, create surveys to send out to customers and monitor customer satisfaction scores, and even track analytics throughout the customer journey. Plus, there are real-time dashboards available for tracking metrics in real-time.<\/p>\n

The NICE CCaaS toolkit goes beyond simply giving companies the tools they need to monitor customer journeys and experiences.<\/a> It allows brands to complete orchestrate and optimize the full omnichannel journey. The omnichannel routing tools use AI to seamlessly connect consumers to the right agent on any channel, based on profile data.
\nThere are proactive dialler tools, to help outbound call center agents generate more revenue, reduce hangups and proactively connect to customers throughout their journey.<\/p>\n

Workforce Engagement Management<\/h3>\n

One of the ways NICE sets itself apart from other contact centre vendors, is that it focuses on more than just customer experience. The NICE team knows great customer experiences start with fantastic employee experiences. That\u2019s why the NICE portfolio includes a host of tools for training, coaching, supporting, and managing employees.
\nThe NICE contact center comes with a dedicated supervisor workspace, where business leaders can track quality management scores, and examine employee performance. Plus, they can deliver real-time coaching and advice to employees throughout customer conversations.<\/p>\n

There\u2019s an omnichannel agent desktop, where staff members can access all of the communication tools they need, analytics, and AI tools like Enlighten Copilot. What\u2019s more, NICE has it\u2019s own workforce management solution, which leverages AI to help with everything from forecasting and scheduling, to automated agent augmentation.<\/p>\n

The NICE Open Cloud Platform<\/h3>\n

Finally, the NICE Open Cloud platform ensures companies have the freedom to extend, customise, and optimise their contact centre solutions however they choose. The open cloud foundation means business leaders can access hundreds of pre-built integrations with powerful tools, through the NICE CXOne marketplace.<\/p>\n

Plus, there\u2019s the option to leverage NICE\u2019s voice as a service solution if you want to add voice to an existing application. There are even countless developer tools and APIs for creating automated workflows and boosting employee productivity.<\/p>\n

As an added bonus, you can access all of these flexible integrations within a platform that promises comprehensive security and compliance, FedRAMP support, and global resiliency and reliability.<\/p>\n

The Evolution of the NICE Portfolio<\/h2>\n

Over the last couple of years, NICE has made a number of powerful updates to its CX stack, focusing heavily on the evolving power of artificial intelligence. It was one of the first contact centre companies to implement a generative AI solution into its toolkit, both for self-service and agent support. It\u2019s also one of the few vendors that allows companies to build and customise their own conversational bots and AI journeys.<\/p>\n

NICE has also increased its integrations and partnerships with other major market-leading brands over the years, from Microsoft and the Azure platform<\/a>, to Voise Inc for sentiment analysis. What\u2019s more, the company is constantly rolling out new features and capabilities for its customers.<\/p>\n

In 2023, NICE introduced its \u201cIndustry Benchmarks\u201d solution, to help businesses compare the performance of their service teams against other industry standards, using proprietary data. Plus, NICE has also introduced Desktop Process and Analytics tools for more in-depth insights.<\/p>\n

What\u2019s Next for NICE?<\/h2>\n

Over the last couple of years, NICE has continued to prove itself as an innovator in the contact centre landscape. The company\u2019s focus on delivering a unified experience solution has allowed it to craft a comprehensive toolkit that benefits both employees and customers alike.<\/p>\n

The brand\u2019s continued investment in generative AI, automation, and innovative new technologies ensures it stays one step ahead of other CCaaS competitors. Plus, it\u2019s vast partner network means that NICE\u2019s CX tools are some of the most flexible and customisable in the world.<\/p>\n

If you think NICE might have the CCaaS solution you need to elevate your business to the next level, use our Comparison matrix for a behind-the-scenes insight into all the benefits you can access. Alternatively, reach out to our team to find out more about how our Transformation Fund<\/a> can help finance your digital transformation efforts.[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/section>","protected":false},"excerpt":{"rendered":"

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