Intradiem and Plum Voice have both joined the NICE inContact DEVone developer program and are now providing their respective real-time intraday workforce automation platform and cloud-based interactive voice response (IVR) technology on the CXexchange marketplace.
NICE inContact CXone users will benefit from Intradiem's real-time Intraday Automation Platform by allowing them to gain access to a broad range of real-time automation use cases and give employees schedule flexibility and development.
"Intradiem is excited for this partnership with NICE and inContact and being part of CXexchange," said Matt McConnell, CEO of Intradiem, in a statement. "Our solution helps contact centers reduce costs and, combined with CXone, provides contact centers a complete infrastructure."
"To streamline contact center operations, companies need real-time data," said Paul Jarman, CEO of inContact, in a statement. "Intraday automation and workforce optimization enhancements help them achieve real improvements that help them meet their business goals. We welcome Intradiem as part of the CXexchange marketplace."
Through the Plum Voice partnership, CXone users now gain access to Plum's full platform, which includes VoiceTrends analytics; data integration; application templates for automating common processes like account status, address change, benefits enrollment, clinical trials, order fulfillment, password reset, payment processing, prescription refill, or virtual agent; Call-Path Visualization, support for 28 languages in 85 countries; and the latest in speech recognition and text-to-speech functionality.
"Plum's cloud IVR tools and analytics are designed to automate an entire call while reducing caller frustration and effort. We're excited to partner with NICE inContact, the leading cloud contact center provider, and look forward to providing customer self-service solutions that deliver great caller experiences to NICE inContact users as part of the DEVone Program," said Scott Wilson, Plum Voice's chief marketing officer, in a statement.
NICE inContact CXone combines omnichannel routing, workforce optimization, analytics, automation, and artificial intelligence, all on an open cloud foundation.
DEVone offers partners broad tools and resources, including more than 250 available APIs, extensive documentation and support, and access to an online developer community. CXexchange is a centralized marketplace for developers to sell their CXone-based applications.