The software uses AI, machine learning and proprietary algorithms to deliver accurate forecasting and optimal forecasting models. Maintain operational efficiency and promote schedule adherence with the help of NICE inContact CXone Workforce Management software (WFM). This makes it easy to give tailored agent performance feedback.Įnsure an efficient and transparent staffing plan You can pull over 90 pre-built reports as well as create custom reports from the dashboard.
On the operations side, you can gain actionable insight on key business metrics from real-time or historical data. More in-depth interaction analysis is available with the AI-driven Interaction Analytics Pro, which helps you to proactively uncover customer issues and detect non-compliant behavior within your organization.
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You get a full view of each customer interaction, letting you understand what drives customer happiness and frustration. Know where to drive improvements in your operations with inContact Analytics. It’s easy to add new channels as needed to outdo your competitors. When agents connect with customers, the omnichannel interface allows them to personalize interactions based on customer data and sentiment. On the other hand, inside sales teams can hit their quotas with proactive outbound dialer features. Skills-based routing ensures that the customer reaches the right agent, boosting your first-call resolution rates. NICE inContact CXone’s Omnichannel Routing solution lets you speedily deploy agents to over 30 channels. Give customers the support they need wherever they are on the customer journey. Overview of NICE inContact CXone BenefitsĮngage with customers from different platforms To date, over 390,000 contact center agents use the CXone platform. Aside from BPOs, NICE inContact can also be deployed for the needs of the government, education, finance, and healthcare industries.
It can even be leveraged to start fundraising campaigns or automate collection calls. The software is primarily used by business process outsourcing (BPO) firms, whether they’re inbound or outbound contact centers or providing specialized functions like customer service or tech support. As such, CXone is the call center software of choice by 85 of Fortune 100 customers. On the other hand, they enable enterprise customers to streamline their global operations and brace for the challenges ahead with future-proof technology. NICE inContact helps small businesses modernize their systems for them to achieve growth, enhance performance, and drive down business costs. Instead, they can focus on agent training, upskilling, and other high-value activities that will equip their workforce to deliver hyper-personal interactions. With this, contact centers don’t have to deal with technological pains attendant to software solutions. If these standards are not met, they offer a money-back guarantee, a practice that makes them unique in the industry. But with NICE inContact, clients can expect clear, crisp calls. Poor voice quality hinders your agents from performing their best. Thus, you can add or subtract seats as needed and avoid paying hardware and maintenance fees. Pay-as-you-go pricing schemes make NICE inContact a cost-effective solution for scaling capacity on demand. It also boasts of a 99.99% SLA which is considered the best in the industry.
The company’s nationwide phone and internet network is available in over 150 countries and has carrier-grade connectivity with guaranteed voice quality. NICE inContact provides contact centers with software that is reliable, affordable, and scalable according to their organization’s business needs. NICE inContact gives call center teams a 360-degree view of customer interactions, enables them to be more productive, and realize the full potential of their operations. They offer a comprehensive suite of apps that lets you manage omnichannel routing, analytics workforce optimization, automation, and artificial intelligence tools all in one platform. NICE inContact CXone is a market-leading contact center software that enables businesses to transform customer and employee experiences.
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