Contact Center Solutions Featured Article

SmartAction Added to CXexchange

December 05, 2017

With the contact center serving on the frontline of customer service delivery it is mission critical to put agents in  a position to succeed. By arming contact center agents with the appropriate tools, a company is making a big step toward the delivery of exceptional customer service. In our omni-channel world it is important to lay out options for customers, and one option in particular they lean toward is self-service.

This week, NICE inContact announced the newest member of the CXexchange Marketplace, SmartAction. The provider of artificial intelligence-powered self-service solutions joins one of the most comprehensive markets of customer service tools.

SmartAction’s artificial intelligence – powered, conversational self-service solution empowers contact centers to automate customer interactions across the omni-channel spectrum. This includes social media, voice, chat, text from one user-friendly platform.

“SmartAction is excited for this partnership with NICE inContact and being part of CXexchange,” said Tom Lewis, CEO for SmartAction. “Our technology integrated with CXone helps brands offer great self-service experiences to their customers while simultaneously improving their bottom lines.”

By automating self-service interactions, what was once complex is effortless; call handle times are cut by 45 percent, overall cost drops by up to 60 percent; and it is now easier than ever to allow for exceptional customer service across all channels.

“Artificial intelligence can power more conversational self-service interactions in the contact center,” said Paul Jarman, CEO of NICE inContact. “Enhancing CXone’s AI-capabilities provides NICE inContact users with a seamless opportunity to reduce customer effort automate self-service interactions. We welcome SmartAction as part of the CXexchange marketplace.”

Don’t be shy, our omni-channel, always plugged-in, always-on world waits for no man. Customer service is the first opportunity to build a rapport with clients, and demonstrate how much they matter. Don’t settle for a second-rate contact center solution.

What’s in your contact center?

Edited by Mandi Nowitz