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This report highlights the evolving role of contact center agents. It discusses the common shortcomings that are synonymous with traditionally-managed workforces. It also illustrates the performance gains enjoyed by firms who have transformed their workforces to make agents feel more seen and treated as strategic talent ciritcal for influencing business results.
Achieve it all with CXone Mpower.
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.
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Support & Assistance
AI for Customer Experience
Digital & Self Service
Journey Orchestration & Routing
Workforce Engagement & Management
CX Analytics
Agent Assist
Open Cloud Platform
By Industry
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.
Enlighten Autopilot
Elevate customer self-service with an AI-powered virtual agent
Enlighten Copilot
Empower agents and supervisors with powerful AI to drive productivity
Enlighten Actions
Unlock complex data with generative AI for CX leaders
Enlighten AutoSummary
Automate notetaking with Gen AI to summarize every interaction
Enlighten Autopilot
Elevate self-service experiences with an AI-powered virtual agent that guides customers
Conversational AI & Chatbots
Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally
Knowledge Management
Meet customers with knowledge and ensure they receive the right content, wherever they are
Proactive Conversational AI
Keep customers engaged in conversation from onboarding to installation, service, and retention
Web & Mobile Engagement
Remove friction across the digital journey by proactively delivering the right guidance at the right time
Interactive Voice Response (IVR)
Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service
Experience Optimization (Enlighten XO)
Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service
Proactive Dialer
Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience
Digital & Voice Channels
Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout
Social, Chat & Messaging
Engage website visitors in conversations on their channel of choice
Workforce Management
Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down
Quality Management
Deliver better customer experiences through streamlined processes and actionable, AI-based feedback
Performance Management
Meet your organizational goals while engaging employees through personal coaching and gamification
Interaction Recording & Management
Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance
Supervisor Workspace
Turbocharge supervisors to make agile decisions, streamline workflows and improve performance
Dashboard & Reporting
Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights
Automated Agent Augmentation
Automatically detect automation opportunities, and effortlessly build automation processes as needed
Playvox by NICE
Seamlessly integrate with CRMs to efficiently manage your workforce
Experience Optimization (Enlighten XO)
Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service
Enlighten Actions
Unlock complex data with generative AI for CX leaders
Dashboard & Reporting
Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights
Feedback Management
Discover actionable insights from omnichannel customer feedback to improve customer satisfaction
Interactions Analytics
Analyze every interaction to understand operational trends and agent performance
Desktop & Process Analytics
Understand and confidently select the processes that will contribute most to your performance success
Omnichannel Agent Desktop
A unified agent workspace provides everything agents need to handle all interactions
Agent Assist Hub
Easily integrate applications that help turn every one of your agents into a customer service superstar
Real-Time Guidance
Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction
Security & Compliance
Secure your data and enjoy industry-leading guaranteed uptime
Resiliency & Reliability
Keep your contact center up and running with dynamic elasticity
CXexchange Marketplace
Discover partner solutions to extend capabilities on our platform
Developer Tools & APIs
Endless customization options with RESTful APIs and robust SDKs
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
Transform CX with AI
Identify behaviors that drive frictionless customer experiences
Drive Digital Transformation
Integrate digital technology at the center of CX
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
