NICE CXone

Description

Highlights

• One of the largest contact center providers and a leader in the respective Gartner Magic Quadrant • One–click integration makes it easy to connect your virtual assistant to NICE for seamless handoff to a live agent, both digitally and on the phone. • Intelligently route customers and boost agent efficiency by sharing conversation history. • Drive AI sales when clients move to CCaaS: Many clients are moving from legacy hardware to CCaaS — often to Cxone!
•  * Primary Role:   Comprehensive, Pure-Play CCaaS Suite.* Modernization Focus:   End-to-End Cloud Contact Center (Omnichannel Routing, WFO, Analytics, AI).* Key Strengths:

  * Unified Platform:  Single-vendor solution covering ACD, IVR, Digital Channels, WFO (WFM, QM, Coaching), Analytics (Interaction Analytics, Performance Management), CRM Integration, and AI (Enlighten AI).

  * NICE Enlighten AI:  Deeply integrated AI across the suite (predictive routing, automated QM scoring, agent assist, interaction summarization, virtual agents). Focuses on actionable insights.

  * Robust Workforce Optimization (WFO):  Industry-leading WFM, QM, and performance management tools.

  * Extensive Analytics:  Powerful reporting and interaction analytics (speech & text).

  * Scalability & Global Reach:  Proven large-scale deployments.

See the demo →

Virtual Agent Hub

Watsonx Assistant is now available in CXone’s Virtual Agent Hub, giving customers the flexibility to use either platform’s frontend (web chat) with IBM Watson powering the backend.

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