NICE inContact Launches CXone Spring 18 Release



NICE inContact has launched its NICE inContact CXone Spring 2018 release with new capabilities around feedback management, workforce optimization, omnichannel routing, collaboration, and unified communications.

"The latest release of NICE inContact CXone demonstrates our commitment to enable contact centers to win in the experience economy by leveraging advanced, unified capabilities across the CXone cloud platform," said Paul Jarman, CEO of NICE inContact, in a statement. "Richer insights into customer experiences, more effective collaboration for customer-facing teams, and a more streamlined agent experience combine to help organizations achieve their goals and deliver exceptional customer experiences."

One of the first elements of the spring 2018 release is CXone Feedback Management, which provides omnichannel customer surveys that deliver in-depth analytics, as well as benchmarking capabilities and best practice training. Interactive dashboards present rich analytics from customer experience surveys Users can gather feedback from customers via a wide range of communication channels, including email, interactive voice response (IVR), SMS/text, and web. CXone Feedback Management is now integrated with NICE inContact CXone cloud customer experience platform.

CXone Feedback Management is built by the experts at NICE Satmetrix, co-creator of the Net Promoter Score (NPS). This is the first time NICE Satmetrix technology has been made available for voice surveys via IVR, with near real-time speech-to-text transcription. Customers can also compare their performance to industry peers with unlimited access to NPS benchmarking data and access best practice training on customer feedback programs from within the solution.

The new release also includes access to CXone Workforce Optimization (WFO) Pro, which provides a unified experience for agents, supervisors, and managers. Highlights of CXone WFO Pro include the following:

  • An intuitive, unified agent desktop across WFO, contact center, and CRM systems;
  • Self-service coaching modules and proactive notifications of performance evaluations;
  • Agent self-service features from within their customer interaction interface, either CXone or CRM; and
  • Proactive notifications along with seamless access to view schedules, submit and manage time-off requests, bid on shift assignments, see performance evaluations, listen to calls, create self-assessments, and review assigned coaching packages.

CXone's spring 2018 release also includes enhancements for omnichannel routing. Highlights include security improvements, including expanded multifactor authentication options; and analytics-based routing that uses artificial intelligence, natural language processing, and sentiment analysis to prioritize and route digital customer interactions. Contact centers can now use CXone Interaction Analytics Pro to customize topics and categories used by the AI engine.

NICE inContact CXone customers also have access to a pre-integrated contact center and unified communications cloud solution from leading telecommunications carriers and unified communications as a service (UCaaS) providers. The latest release enables UCaaS partners to provide a consistent look and feel plus advanced integration tools for presence and data synchronization.

Seamless unified communications as a service (UCaaS) integration with NICE inContact CXone gives agents easy access to subject matter experts (SMEs) across the business. To save time seeking assistance, agents can see who is and is not available with automatic presence synchronization between UCaaS and CCaaS systems. Organizations can also route interactions to informal agents outside of the contact center.

Flexible deployment options are also now included with NICE inContact CXone. Companies can move to the cloud while maintaining components of their on-premises systems. For companies with on-premise NICE WFO systems, CXone Omnichannel Routing and CXone Analytics cloud products can be integrated with their current NICE WFO system to keep interaction recording and quality management on premises. Another option now available with CXone Workforce Optimization Pro is for companies with traditional on-premises telephony systems from leading PBX providers who want to take their first step to the cloud with WFO while leveraging their current PBX or on-premises ACD investment.