NICE is one of the most reputable CX solution providers in the world today. Named a “Leader” in the Magic Quadrant reports for both Robotic Process Autoamtion and Contact Center as a Service, NICE delivers innovative technologies to businesses hoping to excel at customer satisfaction.
The company has built a reputation for itself as a pioneer in delivering forward-thinking products, ideal for the modern age of customer service.
With NICE technologies, companies can enhance both customer and employee experiences at the same time, with scalable technologies built for the agile cloud landscape. Not only does NICE provide companies with one of the most versatile CCaaS solutions on the market, but it also offers a host of complementary tools, revolving around areas like self-service, journey orchestration, workforce management, analytics, and AI.
Let’s take a closer look at what NICE has to offer.
NICE offers a range of powerful products for business leaders, focused primarily on the “Customer Experience” landscape. At the heart of the portfolio is the NICE CXOne platform, a comprehensive all-in-one solution for digital customer experience and business interactions.
However, companies can also leverage NICE services to tackle challenges with Robotic Process Automation, digital transformation in the cloud, analytics, journey orchestration, and workforce engagement. Here are the main pillars of the NICE portfolio:
NICE CXOne is the heart of the NICE product portfolio. The comprehensive platform combines smart self service and journey orchestration, with agent empowerment tools, complete performance insights and omnichannel customer support.
The CXOne platform focuses on the idea that customer experiences are becoming increasingly digital, and businesses are dealing with more complex conversations all the time. With the CXOne open cloud platform, NICE aims to support business leaders in boosting workforce productivity, strengthening customer satisfaction levels, and improving efficiency. Core components of the platform include:
The journey orchestration tools from NICE are designed to help companies create highly personalized and unique interactions across every channel. By providing agents with real-time insights into customer history, context, and behavior, companies can strengthen their customer service strategies, and improve satisfaction scores. The journey orchestration tools include:
NICE is one of the many digital companies in the communications market today increasing their focus on the importance of “total experience”. The company believes when agents have the most powerful tools at their fingertips, they’ll be able to drive higher levels of customer satisfaction. The NICE Workforce engagement tools include support for:
Consistently improving your CX strategy means keeping a close eye on the KPIs and metrics that are critical to your business. Fortunately, NICE delivers exceptional CX Analytics to help business leaders and employees make better business decisions. The “Enlighten AI” system comes with powerful AI models, purpose-built to improve CX results. Features include:
As an official “Leader” in the RPA landscape, NICE delivers a fantastic range of Robotic Process Automation tools. With intelligent bots from NICE, companies can expand their workforce, solve more issues, and drive better results while keeping costs low. The RPA solutions offered by NICE include:
The NICE open cloud platform helps companies to securely scale and customize their operations, using a convenient DEVone developer program, and REST APIs. Companies can deploy seamless customizations, as well as pre-built integrations in no time, to enhance the functionality of their customer experience tools and cloud platforms. The cloud platform promises:
The NICE open cloud is also FedRAMP compliant, to provide business leaders with complete peace of mind.
The comprehensive NICE portfolio offers business leaders an incredible opportunity to invest in the “Total Experience” landscape, improving both employee and customer interactions at the same time. NICE has built its solutions around a focus on helping organizations to address today’s employee and customer expectations, so every brand can deliver effortless, personalized, and consistent experiences.
NICE operates in 30 countries around the globe, and has one of the biggest partner networks in the world. What’s more, the company’s consistent commitment to innovation means its portfolio is always evolving and improving.
If you’re looking to partner with a true innovator on your CX strategy, NICE could be the perfect vendor for your CCaaS needs.