NICE inContact Add New AI Capabilities to CXone

The words AI on blue background with some coloured squares decoration

NICE inContact have announced the Spring 2019 release of NICE inContact CXone, which adds multiple AI-powered updates across the contact centre for smarter customer and agent engagement, plus enhanced depth and breadth of CRM integrations.

CXone new Artificial Intelligence (AI) capabilities range from new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detect root cause issues of customer frustration.

Also, CXone now provides additional depth and breadth of CRM integrations for delivering a more personalised customer experience, including Salesforce integration and  pre-built integrations to other leading CRM applications.

Thumbnail image of Paul Jarman

Paul Jarman

“Our latest AI innovations help companies stay one step ahead of customer expectations in the increasingly competitive experience economy,” said Paul Jarman, CEO NICE inContact.

“Organisations of all sizes can now leverage new and innovative AI capabilities across the unified NICE inContact CXone cloud customer experience platform to deliver better, more engaging customer and agent experiences.” 

“The NICE inContact CXone Spring 2019 Release demonstrates our dedication to continuous delivery of the latest innovations, like comprehensive AI capabilities and CRM integrations, that help our customers achieve their business goals.”

New End-to-End AI Capabilities Power Smarter Engagement

CXone end-to-end AI capabilities enable organisations of all sizes to predict and act on AI-powered insights to better customer experiences, engage employees and significantly improve agent productivity.

New CXone AI capabilities span the end-to-end customer and agent experience include:

NICE inContact Advanced Chat for CXone

This new integrated chatbot enables organisations to configure and deploy bots to perform common tasks, while offering options to elevate to an agent-assisted chat as needed.

Customers can add AI services such as Natural Language Understanding Classification and Sentiment Analysis, Natural Language Processing Entity Identification, Language Recognition, Sentence Similarity and more.

NICE | Nexidia Predictive Behaviour Routing (PBR) for CXone

This connects customers with the best available agent for the customer’s personality – according to communication preferences and behavioral characteristics.

AI-powered WFM Forecasting

Offers AI-powered selection of best algorithms for each forecasting scenario. This saves time with a “best pick” option that takes into account more than 45 algorithms, seasonality patterns and trends to smooth out anomalies in scheduling.

AI-driven Interaction Analytics and Insights

AI-driven interaction analytics identify sources of customer frustration and unresolved issues. This is through NICE inContact’s Frustration Detection and Unresolved Issue Detection functionalities.

New CRM Integrations

The CXone Spring 2019 release also includes additional pre-built CRM integrations to help deliver personalised and contextual customer experiences.

Deeper Salesforce integration offers Salesforce customers additional options and other new and enhanced CRM integrations, as highlighted below.

CXone Routing for Salesforce Digital Channels and New Packages for Salesforce

The new release adds a global carrier-grade voice channel to Salesforce digital customer interaction channels, in addition to an intelligent routing engine.

Adding CXone intelligent routing for digital channels can improve the customer experience through skills-based routing that combines agent proficiency with customer attributes from Salesforce, to find the best customer service agent for each interaction.

Agents continue to handle digital channels from within their familiar Salesforce interface, and now with CXone agents will benefit by servicing customer requests they have the skills and proficiency to quickly and successfully resolve.

In addition, new CXone Packages for Salesforce extend the Salesforce Lightning Service Console with integrated workforce management, quality management, interaction analytics, and customer feedback applications.

New and Enhanced Pre-built CRM Integrations

These integrations will deliver pre-built options for integrating popular CRM applications with CXone.

Each CRM integration will provide a unified desktop option between CXone real-time interaction handling and customer profile and case management from the CRM, as well as bi-directional data synchronisation.

New and enhanced integrations include: Oracle Service Cloud, Microsoft Dynamics, ServiceNow, Zendesk, SugarCRM, NetSuite, SAP, and BullHorn.

Author: Robyn Coppell

Published On: 17th Apr 2019
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