Most contact center agents receive feedback on their performance after an interaction has already happened – when it’s too late to impact the customer experience. And over-the-shoulder coaching of individual agents does little to move the needle on overall customer experience measures, like CSAT or NPS.
What agents need is guidance in the moment that empowers them to make every customer experience the best customer experience possible. That’s what CXone Real-Time Interaction Guidance does, using NICE Enlighten AI—the industry’s first-and-only purpose-built AI that’s pre-trained to understand the intricacies of customer engagement. Drive customer satisfaction with real-time AI on every call by advising agents at point-of-service on critical behaviors scientifically proven to boost customer satisfaction.
Digital customer service
CXone Digital Customer Service enables contact centers to provide a superior customer experience across all digital channels today's customers want to use.
The contact centre role in COVID-19 vaccine distribution
As vaccines to fight the COVID pandemic emerge, contact centres for public sector agencies and healthcare providers will serve a critical role in delivering vaccine information to an anxious public that will have scores of questions.
NICE CXone for Microsoft Teams
Learn how our pre-built unified communications and contact center integration for Microsoft Teams powers company-wide collaboration for faster service.