NICE inContact Adds New Innovations to Its Cloud Solution

A photo of the "innovation concept"

NICE inContact has announced the Spring 2021 release of CXone, which adds artificial intelligence (AI) innovations with real-time interaction guidance for agents.

The new release also expands self-service capabilities, extends its digital-first reach and empowers highly effective work-from-anywhere teams.

With the Spring 2021 product release, organizations can now leverage industry-first NICE Enlighten AI models to guide agents at the point of service, boosting customer satisfaction in real time.

In addition, CXone is enabling organizations to add custom apps as digital channels and is offering a new “no-code” integration framework to “bring your own” virtual agents from Google and others.

A thumbnail image of Paul Jarman

Paul Jarman

Also, with this release, new features in CXone Workforce Engagement provide agents with anytime, anywhere mobile scheduling and streamlines coaching efforts.

“By focusing on building in agility through four key pillars – AI, digital engagement, self-service, and agent empowerment – CXone is setting the standard for delivering the latest innovations that build customer relationships that last,” said Paul Jarman, NICE InContact CEO.

Enhancing Customer Experience With AI-Driven Agent Assistance Guidance

NICE inContact CXone Real-Time Interaction Guidance uses NICE Enlighten AI to advise agents at point of service on critical behaviours statistically proven to boost customer satisfaction.

It elevates performance of hard-to-train soft skills like active listening by using Enlighten, the first comprehensive AI framework for customer engagement with out-of-the-box, CX-specific models pre-trained on billions of real-life consumer interactions.

Unlike traditional “after-the-fact” coaching, CXone Real-Time Interaction Guidance instantly scores agent behaviours that influence customer sentiment and guides agents on the most impactful soft-skill actions.

Increasing Self-Service Adoption With No-Code Bot Integration and Journey Analytics

CXone Virtual Agent Hub enables simple integration of pre-built third-party AI chatbots and voice bots, like Google Dialogflow, as an embedded part of the customer journey.

The technology’s unified platform provides flexibility and control to dynamically blend AI bots into interaction flows, including seamless transfer to agents.

Organizations can increase containment and reduce customer effort with CXone Self-Service Analytics using key IVR insights to identify patterns that impact call containment, such as call drop-offs and frequent agent transfers so contact centre leaders can quickly uncover issues and make improvements.

Enabling Custom Digital Channels, Monitored in Real Time

Now contact centres can use an open application programming interface (API) to implement custom channels, such as their mobile app, to appear just like a native digital channel within CXone.

This new “bring your own channel” option extends digital reach, making it easy for businesses to add virtually any digital channel to their contact centre to connect with customers in the way they prefer.

New omnichannel and digital capabilities for Salesforce make one of the most comprehensive integrations in the market even stronger.

Contact centres can now connect with their customers through more CXone-powered digital channels inside Salesforce, including WhatsApp, Instagram, Facebook Messenger, and Twitter.

These enhancements are in addition to CXone’s existing embedded workforce engagement capabilities and advanced routing with true omnichannel digital to voice elevation.

Real-time monitoring for digital channels gives supervisors a complete view of digital and voice channels as if they were standing right behind the agent, providing better coaching and feedback opportunities for both remote and in-office agents.

Scheduling Automation Boosts Efficiency and Ensures Agent Satisfaction

The new CXone Engagement Manager mobile application improves staffing visibility and flexibility by providing agents with instant access to view schedules, trade shifts and get proactive schedule change notifications.

A new cross-platform feature monitors workforce management forecasts and automatically identifies and schedules agents for coaching sessions as part of the quality management process.

By doing this, the technology increases supervisor efficiency by eliminating manual scheduling and drives agent and coach accountability.

For more information about NICE inContact CXone, visit:

Author: Robyn Coppell

Published On: 9th Mar 2021
Read more about - Contact Centre News,

Follow Us on LinkedIn

Recommended Articles

The words AI on blue background with some coloured squares decoration
NICE inContact Add New AI Capabilities to CXone
NICE inContact CXone Provides a Strong ROI
jargon definition
Contact Centre Jargon and Terminologies
A photo of a champagne bottle with gold confetti
NICE inContact Releases New CXone Performance Analytics Integration