Contact Center Solutions Featured Article

NICE inContact Enhances AI with AnswerDash Addition

September 08, 2017

While yes, we are eagerly ushering in the digital era, one might be persuaded to refer to this as an era of collaboration. Partnerships are driving innovation, which in turn are creating more robust and comprehensive product portfolio fit to meet even the most discriminating of demands. The contact center is a prime example of this, with NICE inContact serving to illustrate my point.

This week, the workforce optimization and contact center solution provider announced AnswerDash as the newest member of the NICE inContcact DEVone Developer Program. In joining the program, AnswerDash brings with it an artificial intelligence powered self-service connector to the CXexchange marketplace.

“AnswerDash is excited for this partnership with NICE inContact and being part of CXexchange,” noted Don Davidge, VP Sales and Marketing, AnswerDash. “Our technology helps customers leverage the power of AI to deliver contextual and personalized self-service support and is now integrated with CXone.”

The NICE CXone platform provides instant results, leveraging a combination of omnichannel routing, workforce optimization, analytics, automation and artificial intelligence supported by an open cloud. The addition of the AnswerDash AI connector greatly improves the self-service experience, specifically by extending CXone omnichannel routing with new chatbot functionality.  

AnswerDash introduces an estimated cost savings of up to 50 percent; a predictive, point-and-click self-service user experience; and up to a 30 percent boost in lead and trial conversions.

Paul Jarman, CEO, inContact, commented, “We are pleased to provide more options for artificial intelligence with AnswerDash’s new chatbot capability now available in CXexchange marketplace. Companies looking to transform customer experience with new self-service technology can access revolutionary new products and easily implement them in their contact center operations with CXone.”

With customer service being tops on the priority list for companies it is mission critical to deploy contact center solutions capable of meeting the rigorous demands of omnichannel.

What’s in your contact center?

Edited by Erik Linask