The customer is king; now making them feel this way can prove more challenging than originally expected. Riding the wave of innovation in artificial intelligence, automation, analytics and workforce optimization this herculean task is far more manageable. And, a new cloud-based contact center solution is set to deliver an all-in-one customer experience platform.
This week, NICE launched NICE inContact CXone, what the company refers to as “the world’s No. 1 customer experience platform.”
“With NICE inContact CXone, organizations can now focus on day-to-day customer experience innovations rather than investing their energy in infrastructure integrations. The CXone platform allows them to rapidly and dynamically adapt their customer experience programs, act smarter to deliver a personalized journey across channels and touch points, and respond faster due to the agility of the platform’s cloud infrastructure. These will be the key attributes of today’s and tomorrow’s industry leaders,” Barak Eilam, CEO, NICE, noted.
In deploying the unified cloud contact center platform, processes are streamlined as a result of robotic automation, artificial intelligence and machine learning. The contact center solution offers real time analytics, providing actionable insight. The customer journey is personalized across the omni-channel environment, and instead of worrying about infrastructure integrations the customer experience can be the primary focus. And, the pay as you go model allows for the reduction and addition of services as an organization needs them.
In offering such a robust solution, agent potential becomes a priority. As the NICE inContact CXone promises to optimize, engage and motivate contact center staffers.
Eilam noted, “In today’s demanding environment, business as usual is no longer an option. Organizations are expected to constantly evolve and transform themselves to meet consumer demands. Using outdated technologies that require extreme integration efforts and long upgrade cycles cannot address the current demands of the market.”
The contact center is evolving. The digital age is driving change, from the infrastructure through the agent experience, which is resulting in a greater focus on the customer, and a more seamless, contextual customer journey.