Contact Center Solutions Featured Article

CXone Summer 2017 Release Ready to Impress

September 19, 2017

As the sizzling days of summer near a close, it’s not too late for one final fling of the season. A firm that continues to heat up, while outside temperatures teeter on dropping, is NICE inContact, having no shortage of news in recent weeks, is making another splash with the arrival of its summer release.

Recently, NICE inContact unveiled the CXone Summer 2017 release, which comes equipped with cloud-powered workforce optimization tools, coupled with automation, analytics, omnichannel routing and artificial intelligence.

Already with a focus on meeting the demands of our omnichannel customer service world, the CXexchange marketplace and the DEVone developer program allow for customer developers and partners to create the perfect patchwork solution to fit business needs.

Brand new in the CXone Summer 2017 release is the user interface, which empowers users to customize text analysis by term, and create custom categories for easy access to monitored interaction topics.  Other new features include Co-browsing that allows for agents and customers to share forms, webpages and the like so the agent can more easily provide help.

The CXone is capable of synchronizing screens for agents and customers in a way to provide proactive chat assistance. And, the new solution is fully loaded with the complete CXone Workforce Optimization suite.

"Providing a complete solution, including integrated omnichannel routing, analytics, workforce optimization, and automation, is crucial for success in the customer service industry," said Paul Jarman, CEO of NICE inContact, in a statement. "Our purpose-built solution helps contact centers achieve their business goals and meet the rapidly evolving needs of the modern customer service industry."

This well-rounded release is the sign of the times for NICE inContact, and other players in the WFO/contact center space. Our omnichannel world coupled with the rigorous demands of the modern customer places a premium on selecting the appropriate contact center solution, capable of exceeding expectations.

What’s in your contact center?

Edited by Mandi Nowitz