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Future of CX Speaker NICE Sets New Standard for Smart Customer Interactions with 2023 CXone Fall Release

By Greg Tavarez December 27, 2023

Customer Contact Week Digital revealed in a study that more than half of customers thought that customer service had gotten worse in the last year. Therefore, 2024 needs to be the year that companies make it easier for customers (as well as their employees).

To do that, optimizing customer experience (CX) has become paramount for businesses. This usually means taking a digital-first approach; the confluence of digital, cloud, AI and advanced CX applications offers opportunities to boost loyalty and efficiency. Seamless digital self-service is non-negotiable, empowered employees tackle tricky situations, and AI unlocks improvements across the entire customer journey.

In line with helping businesses take a digital-first approach, NICE launched the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform.

NICE is known for making it easier for organizations of all sizes to create extraordinary customer experiences while meeting key business metrics. Its CX platform, CXone, which was named the outright Leader in ISG Provider Lens CCaaS 2023 report, has AI-powered capabilities that enable organizations to provide a frictionless and unified experience across channels, from phone and email to chat and social media.

Learn more from Aaron Rice, general, CXOne Expert, NICE, at Future of CX Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida.

Now, as for the CXone Fall Release:

The release introduces advancements in NICE's Enlighten AI suite, further blurring the lines between human and machine intelligence in CX automation.

Enlighten AI Routingl leverages AI to route customer interactions to the most suitable agent based on factors like skillset, language proficiency and sentiment analysis. This ensures faster resolution times and improved customer satisfaction.

Enlighten AutoSummary employs generative AI to automatically create summaries of customer interactions. This feature will save agents time and effort while providing valuable insights for improving future engagements.

Next-Gen WFM Forecasting utilizes AI and machine learning to predict contact volume and agent availability with greater accuracy, which enables optimized workforce scheduling and reduced operational costs.

NICE also prioritized platform openness in the Fall Release. Customers have the flexibility to choose between AWS and Microsoft Azure for storing their CXone data. CXone applications can now integrate with any Automatic Call Distributor, regardless of whether it's on-premises or cloud-based. This flexibility will let organizations leverage their existing infrastructure while benefiting from NICE's advanced CX solutions.

Additionally, NICE broadened its partner network. This means that NICE integrated CXone with various CRM, WFO and analytics platforms. The reason for this is to foster a collaborative environment where customers can build bespoke CX solutions tailored to their specific needs.

“As organizations adopt AI, they realize that the only way to do it is with an all-encompassing interaction centric platform,” said Barry Cooper, President, CX Division, NICE. “With the new fall release, CXone is now the only platform that can serve as the foundation for any organization’s CX AI strategy.”

NICE's continued focus on AI innovation and platform openness positions CXone as a strong engine for CX transformation. The Fall Release is a step forward in making AI-driven CX a reality, paving the way for personalized, efficient and improved customer experiences.

To hear more from Aaron Rice, GM, CXOne Expert, NICE, about the CX space, join him for his session at Future of CX Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida, as part of the #TECHSUPERSHOW. At Future of CX Expo, discuss the latest research and development in the CX field and tools needed to launch applications of future of CX in a range of industries.




Edited by Alex Passett
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