Let consumers choose their channels of choice. Let agents provide a seamless experience, choose from the largest number of natively implemented digital channels plus voice to provide amazing CX. Support administrators with consolidated, flexible routing, reporting and management.
CXone’s advantage is the ability to handle multiple channels across multiple departments with data accuracy and reporting.
Josh Jennings Global Director of Hub Sales, Siemens Digital Industries Software
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Digital and Voice Channels: FAQs
CXone Interaction Channels
Offer service in your customers’ channels of choice. Your agents get a single interface across digital and voice with everything they need to create amazing experiences at their fingertips. Your one-stop-shop for choosing the channels your customers ask for makes it quick and easy to implement, roll out and operate them. Handling multiple interactions makes agents more productive. Switch and combine digital and voice channels to resolve more interactions faster, for happier customers.
With the NICE CXone omnichannel platform, agents can complete interactions for all channels through a unified agent desktop, reducing training cost and making both customers and agents happy.
The CXone platform natively supports voice and digital, agent-assisted, in-and outbound channels with unified routing, handling, analytics and workforce management across channels.
CXone supports over 30 different channels, more natively supported digital channels than any other platform in the industry.
CXone has a helpful feature called Bring Your Own Channel (aka BYOC) that enables you to integrate virtually any digital channel like native - meaning using the same routing engine, reporting, analytics and workforce management tools that natively pre-integrated channels use. The question which channels are currently already supported becomes a little less important.
Consumer channel preferences are influenced by various factors, the most prevalent being: the age of the consumer, the topic of the interaction (there is still a tendency to use voice for more personal, sensitive topics) and the geography (in the US, Facebook Messenger is used most, whereas WhatsApp leads in most European countries).
The biggest challenge is where different point solutions have over time been added to a contact center environment to support different channels. This approach makes it difficult and work intensive to understand and analyze the customer journey across channels, creates the need for a lot of manual integration work and increases administration effort.
The biggest impact from the customer perspective is a lack of coherence and/or personalization. When there is a lack of channel integration, consumers are often forced to repeat themselves because the agents that are handling interactions lack insight into the complete customer journey. From a contact center perspective, major impacts are a loss of efficiency, increased cost for integration, administration and training for both agents and manager / administrators.
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.
