CXone Expert is the industry’s leading, cloud-native, dynamic AI-powered knowledge management platform, delivering lightning-fast accurate answers for customers the first time they search. Expert empowers agents to provide accurate answers quickly eliminating the need for transfers and callbacks.
“We are driving people back into our knowledge resources, and they are paying off in spades. Expert is easy to use and easy to implement. It has enabled us to keep our staff and our headcount low, so we can improve our overhead numbers, margins, and profitability while increasing the satisfaction of our partners and customers.”
David Szoke Senior Manager of Technical Support, ProofpointLearn more
If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.
Knowledge Management: FAQs
Supercharge customer self-service with knowledge management.
Deliver fast and accurate answers to customers by surfacing your business knowledge on web, social channels, and mobile apps.
Discover how Hyatt Hotels revolutionizes guest experiences with CXone Expert. David Mayer shares valuable insights on the benefits and impact behind their exceptional customer service strategy.
NICE CXone Expert is the industry’s leading cloud-native customer service Knowledge Management solution, meeting customers on any device at their point of need. From search engines to CRMs, web pages, conversational AI chat bots, and more, Expert ensures highly accurate and easily accessible self-service answers.
CXone Expert boosts your organization's profitability by saving time and money while enhancing CX. It provides excellent digital self-service, fostering customer loyalty. By answering queries quickly and on any device, Expert keeps more interactions in low-cost, automated environments rather than high cost, attended channels. This efficient, accurate self-service and high accuracy boosts customer happiness and retention along with employee capacity and job satisfaction.
Our industry-leading knowledge management platform allows consumers to find answers quickly and efficiently, deflecting calls and improving overall consumer satisfaction. CXone Expert optimizes your organization's customer experience by unifying global knowledge into a single, accurate source of truth for customers, as well as agents and self-service bots. It ensures real-time capture and publishing, for instantly updated information across all channels.
Optimize knowledge for online search
Meet consumers at the start of their search with knowledge they need.
Extend knowledge everywhere
Make answers easy-to-find, anywhere, anytime.
Give agents an edge
Serve up answers to improve agent efficiency and reduce resolution time.
Deliver smart knowledge
Create a single source of truth with validated knowledge that updates everywhere instantly when published.
Knowledge at their fingertips
Improve customer experience and reduce customer effort by surfacing the most relevant content for self-service success.
SEO enhanced knowledge
Content extended across all self-service experiences, including search engines, digital channels, IVAs, and websites.
One source of truth
Unify existing product, service, and knowledge content into one self-service experience.
Enterprise scalability
Expert effortlessly scales, ensuring optimal performance in organizations of any size.
Move beyond traditional inbound customer service into proactive, AI-powered experiences. Complete end-to-end automation of customer service workflows with NICE CXone Mpower.
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 10th consecutive year and is positioned furthest on Completeness of Vision.
