What is a CX platform in the context of contact centers?

Customer experience (CX) is the collective result of every interaction a customer has with a business. Whether it be a Facebook ad, a retail interaction, or an online purchase, a consumer uses the impressions from each touchpoint to form an opinion of the company. Ultimately, the opinion informs decisions, like whether or not to do business with the company. This means every touchpoint matters and needs to be carefully designed, monitored and managed.

Perhaps the touchpoints that matter most happen in the context of customer support. A customer that needs help can form a quick, relationship-altering opinion based on the quality of service they receive. That's why many businesses implement robust, full-featured technical solutions in their contact centers that can also serve as CX platforms.

Businesses use CX platforms to design and implement touchpoints and then monitor the performance of those touchpoints so they can continuously improve them. In contact centers, the CX platform provides customer-facing functionality, the "behind-the-scenes" tools like forecasting and scheduling, and sophisticated analytics tools to assess the quality of customer experience.

As an example, an interactive voice response (IVR) system is a typical component of a CX platform. This is the recorded menu that greets customers when they call support. Let's say callers are getting lost in the menu tree, causing them to bail out of the IVR. Next, they sit in a queue for 15 minutes, waiting to talk to a customer service agent. The agents struggle with the particular issue that is causing so much phone volume, which drives up handle time. Altogether, bad customer experience.

A strong CX platform would alert leadership to several issues along the customer journey. First, it would pinpoint places in the IVR where customers are bailing out of the menu at high rates, thus directing redesign efforts. The CX platform would also highlight high queue times and facilitate timely intraday staffing adjustments. Next, it would identify call drivers and enable managers to push out information to agents so they can better assist callers. Finally, customer satisfaction scores would let contact center leaders know if these adjustments were working.

This example illustrates how good CX platforms can help businesses control, improve, and monitor customer experience. Contact centers with strong CX platforms in place can quickly identify problem areas and implement improvements that can lead to more satisfied, loyal customers.

NICE is a leading provider of contact center CX platforms.

NICE CXone, the world’s #1 cloud customer experience platform, transforms your call center software – empowering exceptional agent and customer experiences: every channel, every time. CXone includes the complete set of tools – omnichannel routing, workforce optimization, sophisticated analytics - to help companies of all sizes optimize customer experience. Download our case study and find out how CVent uses CXone to build customer satisfaction and relationships.

Any digital channel

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

  • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
  • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
  • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
CXone digital channel
Empowered agents

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.

  • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
  • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
  • Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.