SmartAction, a customer service automation company, has joined the NICE inContact DEVone developer program and now provides artificial intelligence-powered self-service solutions on NICE's CXexchange. Products available on the CXexchange marketplace integrate with the NICE inContact CXone cloud customer experience platform.
SmartAction's AI-powered Intelligent Self-Service extends CXone by allowing users to automate customer service engagements in any channel, including voice, text, chat, and social media, on one platform.
NICE inContact CXone combines omnichannel routing, workforce optimization, analytics, automation, and artificial intelligence on an open cloud foundation.
Through this integration, NICE inContact customers will be able to reduce costs by up to 60 percent over live agents and reduce call handle times up to 45 percent, according to the two companies.
"SmartAction is excited for this partnership with NICE inContact and being part of CXexchange," said Tom Lewis, CEO of SmartAction, in a statement. "Our technology integrated with CXone helps brands offer great self-service experiences to their customers while simultaneously improving their bottom lines."
"Artificial intelligence can power more conversational self-service interactions in the contact center," said Paul Jarman, CEO of NICE inContact, in a statement. "Enhancing CXone's AI-capabilities provides NICE inContact users with a seamless opportunity to reduce customer effort and automate self-service interactions. We welcome SmartAction as part of the CXexchange marketplace."