Transforming customer experience

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Transforming customer experience with innovative contact center technology.

There are many pieces to the customer experience puzzle. Every touchpoint between a customer and a business has a cumulative effect on the picture that emerges as the puzzle nears completion. A Facebook ad could be one of the edge pieces; an online shopping experience could be one of the middle pieces; and maybe a store visit is that coveted final piece that completes the picture. But what picture is it? A beautiful woodland meadow or a doomed ship on a raging sea? Businesses, of course, strive for a version of the former. 

Customer service is a key piece of the customer experience puzzle and should be protected from falling off the table and getting chewed by the dog. A customer needing help is very impressionable, meaning contact centers need to consistently deliver experiences that build trust with customers and solidify their relationships with the brand. Contact centers have many tools in their arsenal to do this, including innovative technology they can use for transforming customer experience.

Many of these transformative technologies aren't even directly visible to consumers, yet they yield significant benefits to the quality of customer interactions.

Here are some examples of innovative technologies contact centers are using for transforming customer experience:

AI-infused service

Artificial intelligence (AI) is revving up more traditional channels by enabling additional functionality. For example, customers can interact with IVRs by speaking conversationally, rather than pressing buttons or saying only what the system says they can say. Additionally, AI-powered chatbots can serve as the friendly front-end to online chat sessions, competently collecting information about the customer and their issue so that the live agent can hit the ground running.

Cloud-based software

Cloud-based contact center software offers many ways of transforming customer experience. For example, if customer demand is high for chat services, a business with cloud-based software can typically add the chat channel pretty easily.

Effective agent tools

This goes hand-in-hand with offering omnichannel support. Agents should have a unified desktop with a consolidated inbox so that they can quickly help customers without having to toggle through multiple systems. No effort at transforming customer experience would be completely optimized without this capability.

Omnichannel platform

Of course this is on the list! And according to our benchmark research, it will be on the list for quite a while longer. This study revealed that 91% of consumers expect an omnichannel experience, but only 24% of businesses rate themselves as excellent at delivering on those expectations. Transforming customer experience with technology that allows customers to move seamlessly across channels is a sure way to win loyalty.

NICE - transforming customer experience is our business.

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. Watch our video, Omnichannel Routing - NICE CXone, for an example of how omnichannel support is transforming customer experience. For more information about CXone's omnichannel capabilities, click here.

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.

Related resources
Case Studies

Best Practice: The Power of a Digital First Contact Center

Your customers have different preferences in how they want to contact your business. Hear from NICE customer, ESCI on how opening digital channels transformed their contact center, improved agent productivity and drive down costs for their contact center.

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