Real-time interaction guidance

Drive customer satisfaction with real-time AI on every call.

Improvement tips embedded in the agent's desktop, with immediate guidance on the most CSAT-critical behaviors.

Finally, AI that understands people.

Satisfaction in the moment

Boost customer satisfaction in real-time: Advise agents on behaviors to improve empathy and build rapport.

Guide agents on critical behaviors

Leverage the industry’s only AI framework with pre-trained agent behavioral models to score every call.

A trusted advisor on every call

Empower contact center agents to be their best on every call with immediate feedback that’s accurate and unbiased.

Guide agents on behaviors in real-time.

Contact center agents typically receive feedback on their performance after an interaction has already happened. CXone Real-Time Interaction Guidance uses NICE Enlighten AI to advise agents at point-of-service on critical behaviors scientifically proven to boost customer satisfaction.

Elevate performance of hard-to-train soft-skills using Enlighten, the first comprehensive AI framework for customer engagement with out-of-the-box behavioral models pre-trained on billions of real-life consumer interactions.

"Sentiment and Agent Behavior metrics have made calibration sessions completely unnecessary. Now, we are focused exclusively on developing our coaches and coaching our agents, rather than arguing about the data.”

Customer Experience Manager

Dial AI for satisfaction.

Influencing CSAT with proven behaviors.

Boost CX, one contact at a time

Keep customers engaged and happy by guiding agents on key elements of the conversation to improve the experience.

Power satisfaction soft skills

Remind agents to build rapport and encourage active listening based on AI models that understand customer cues (no matter the industry).

Unbiased guidance, just in time

Immediate feedback with integrated, easy-to-understand prompts and specific recommendations to steer the conversation while it’s happening.

AI for the human side of service

Billions of real-life experiences drive real-time results with the first comprehensive AI framework and pretrained behavioral models.

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Best Practices for Applying AI in the Contact Center: 7 Steps to Maximize AI Benefits Download PDF

Use the tips and best practices in their latest eBook to increase CSAT, achiever faster resolution, and improve employee engagement at your contact center—all thanks to AI.

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Demo Videos

60 Seconds with CXone Performance Analytics for Salesforce Einstein

: In just 60-seconds, see how easily CXone Performance Analytics for Salesforce Einstein automatically links your contact center and Salesforce CRM data, then uses AI-powered analytics to reveal new insights and data-driven predictions that help you boost your overall contact center KPIs.

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White Papers

Solve for the human side of AI in your contact center

AI technology allows your contact center to handle more calls with fewer resources, freeing up your agents to address customer issues that only a human can solve.

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Resource Library