NICE Release New Technology to Improve Digital Conversations Related Articles Top 10 Contact Centre Software and Technology 23 Considerations to Make Before Implementing a New Digital Channel The Digital Customer Experience Is Changing. Is Your Brand on Board? Top 10 Contact Centre Software and Technology 2017 - The Results © Feodora - Adobe Stock - 248309022 484 Filed under - Contact Centre News, NICE NICE have announced their next generation of customer service: Smart Digital Conversations. This technology allows enterprises of all sizes to dynamically connect with every consumer based on their preferences. The new technology is enabled by the acquisition of Brand Embassy, a leading provider of digital customer engagement. Embedding Brand Embassy in CXone, NICE’s leading cloud CX platform, combines CXone’s strong analytics and AI capabilities with Brand Embassy’s groundbreaking and proven digital-first approach. CXone powered by Brand Embassy removes the barriers that historically slowed down the customer experience digital revolution, allowing organisations to put digital at the forefront of their interactions with consumers. CXone, fuelled with the capabilities provided by Brand Embassy, is now the only cloud customer experience platform that has the full range of integrated channels, enabling any digital channel to be seamlessly and smartly integrated into any customer service daily operations. With over 30 supported channels, including Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, LinkedIn, SMS, email and live chat, CXone powered by Brand Embassy is now the smartest and most complete cloud customer service platform for all channels. This unique integration of CXone and Brand Embassy provides multiple advantages: Digital service in context, eliminating “digital agent” silos – a new “push/pull” paradigm of naturally handling both real-time (e.g. voice/chat) and digital messaging interactions in one intelligent inbox Complete digital service management across contact centre operations – the first and only unified platform with an end-to-end native integration of digital-first omnichannel management, WFO and analytics infused with artificial intelligence The most efficient digital experience suite – fully integrated 30+ digital messaging channels with established voice and chat channels all in one native cloud platform, with full elasticity and pay-per-use model Barak Eilam Barak Eilam, CEO of NICE, said: “CXone is already established as the leading Customer Experience cloud platform, based on the powerful integration of the industry’s best WFO, analytics and omnichannel routing in the cloud. This makes CXone the perfect choice for enterprises of all sizes as they transform to the cloud and advance to analytics.” “With the addition of Brand Embassy and its pioneering and market-proven digital experience suite, CXone now empowers organisations to also adopt a digital-first strategy, all under one platform.” Author: Robyn Coppell Published On: 17th May 2019 - Last modified: 21st May 2019 Read more about - Contact Centre News, NICE Recommended Articles Top 10 Contact Centre Software and Technology 23 Considerations to Make Before Implementing a New Digital Channel The Digital Customer Experience Is Changing. Is Your Brand on Board? Top 10 Contact Centre Software and Technology 2017 - The Results Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter