What are Customer Communications?
Customer communications are interactions between customers and businesses using various channels spanning digital and in-person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face.
Contact centers are usually the front line for customer communication, as they engage in an ongoing dialogue with customers to resolve issues, answer questions, and offer overall support for products and services. Omnichannel customer communication is table stakes in a modern contact center because it provides customers with channel preferences and allows organizations to offer consistent, relevant communications.
How NICE is Redefining Customer Experience
NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.Omnichannel interaction routingDigital and Voice ChannelsAutomatic Call Distributor (ACD)Interactive Voice Response (IVR)Proactive Engagement
