Contact Center Solutions Featured Article

Passage.AI Joins NICE inContact DEVone

February 07, 2018

Passage.AI has joined the NICE inContact DEVone program. The Passage.AI application is integrated with NICE inContact Cxone.

This new DEVone member provides a conversational bot-building application. It’s based on patent-pending natural language understanding and processing. And it enables customers to build AI chatbots without having to write code. As a result, they can create chatbots within a timeline of a few weeks.

The Passage.AI application is integrated with NICE inContact Cxone. This NICE inContact solution is a cloud-based customer experience platform.

"NICE inContact is changing the game in the contact center space. And we hope to do the same in the world of conversational AI,” said Passage.AI CEO Ravi N. Raj. "Our integration with CXone allows AI to be used to improve employee and customer satisfaction and dramatically lower customer service costs.”

About 60 percent of customer service professionals plan to deploy chatbots in their department in the next three years, he added. And he said Passage.AI believes chatbots will be the next major technology embraced in the contact center.

Cognitive systems and AI adoption across a broad range of industries are likely to drive worldwide revenues from nearly $8 billion in 2016 to more than $47 billion in 2020, according to IDC. Automated customer service agents are one of the key AI areas attracting investment.

DEVone partners get access tools and other resources that enable them to create new applications on Cxone. That includes documentation and support, and access to an online developer community.

"As the leading cloud customer experience platform, we are giving companies the ability to stay on the cutting edge by facilitating easy adoption of automation and AI technology,” said Paul Jarman, CEO of NICE inContact. "Partners with innovative applications, like Passage.AI’s bot-builder platform, combined with CXone Open Cloud Foundation, [are] powering rapid innovation and enabling new ways to create standout customer experiences. We welcome Passage.AI as part of the CXexchange marketplace.”

Edited by Mandi Nowitz