For every company, there is a metaphorical “frontline,” and life in the trenches can be difficult. If that doesn’t perfectly capture the job description for customer service agents, then I don’t know what does.
Discover the full value of AI in customer service
Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.
Make the smartest buying decision with the latest Gartner analysis
NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.
Discover the full value of AI in customer service
Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.
Make the smartest buying decision with the latest Gartner analysis
NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.
CXone Mpower Platform
Platform Overview
Complete AI platform for customer service automation
Purpose-built AI for CX
Powering smarter CX with AI-driven insights and automation.
Cloud Architecture
Innovative cloud-native foundation to rapidly scale extraordinary CX
Voice as a Service (VaaS)
Crystal-clear, scalable voice interactions for effortless interactions
Capabilities
Solutions
Support & Assistance
Learning & Insights
On-Demand Webinars
Browse our extensive webinar catalog
Interactive Product Tours
Explore the complete platform with our self-guided demos
Blog
CX industry guidance by contact center experts
Why NiCE? Video Series
Step Inside The Room Where It Happened to see CX AI in action
NiCE & Simple: Video Demo Series
Brilliant, bite-sized videos from our top product pros
Workflow Orchestration
Workforce Augmentation
Service Automation
By Industry
By Industry
Discover the full value of AI in customer service
Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.
By Business Initiative
Integrations & Custom Solutions
Integrations & Custom Solutions
91% of customers recommend NiCE as a preferred CCaaS vendor
Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.
Specialized AI Copilots
Elevate human performance with specialized AI copilots for every role.
Workforce Engagement Management
Elevate employees, adapt to flexible work, and meet expectations - without compromise.
Automated Summary
Instantly summarize interactions to accelerate resolution times and efficiency.
Intelligent Virtual Agent
Boost self-service satisfaction and conversion with conversational AI agents.
Experience Optimization (XO)
Synthesize real customer conversations to identify your top automation opportunities.
AI Agents
Instantly create no-code AI agents powered by your data—build once, deploy everywhere.
Grow Revenue
Boost conversions and win rates to accelerate growth
Engage & Empower Employees
Create a workplace of truly engaged employees
Boost Customer Loyalty
Improve customer loyalty on interactions across the journey
Drive Digital Transformation
Integrate digital technology at the center of CX
Small and Medium Business
Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.
Call Center Software
Empower agents to provide better experiences
Increase Operational Efficiency
Leverage AI and automation to increase agent retention
Move to the Cloud
Elevate experiences by moving operations to the cloud
Improve Compliance
Protect your consumers with pre-built compliance solutions
Proactive Customer Engagement
Elevate customer satisfaction with proactive conversational AI
For every company, there is a metaphorical “frontline,” and life in the trenches can be difficult. If that doesn’t perfectly capture the job description for customer service agents, then I don’t know what does.
It’s human instinct to assume the people you interact with are similar to yourself regarding abilities, life experiences, etc. However, customer service agents must serve all customers, even those who have different circumstances and needs in ways an agent might not fully understand.
Digital customer engagement is receiving more emphasis these days as businesses are realizing it can be a path to higher revenue and greater customer loyalty.
United States speed skater Apolo Anton Ohno trailed three competitors as he rounded the final turn of the men’s 1,500 short track at the 2010 Winter Olympics.
Many people choose the new year to give up bad habits and adopt good ones as they follow the traditional ritual of resolutions.
Positioned on the frontlines of a digital revolution, modern-day contact centers must embrace the new multi-channel world. Voice, chat, and email no longer suffice. Today’s customer wants to be able to engage with businesses where and when they choose, be it on an app, on social media, or through text.
Sometimes, providing exceptional customer experience (CX) is all about preventing customers from becoming more disloyal rather than creating raving fans. It may be odd to think about customer retention this way, but that’s what happens when your customers expect effortless customer service.
