What are Avatars?
Avatars have been around for a while in the context of video games and virtual reality, but they have a place in the contact center too. Avatars are a fun and important element of gamification.
Using avatars as part of your gamification program lets agents create a graphical representation of themselves and their persona. Using performance management software, contact center agents can customize their avatars to reflect their personality, with the ability to purchase additional items - such as hairstyles, clothing, accessories, and even pets - using their gamification earnings. Avatars allow agents to express themselves and create a social-working environment.
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.Interaction Orchestration
Omnichannel interaction routingDigital and Voice ChannelsAutomatic Call Distributor (ACD)Interactive Voice Response (IVR)Proactive Engagement