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      What is 21st Century Integrated Digital Experience?

      Under the 21st Century IDEA, United States federal agencies are required to modernize their digital infrastructure and make it more user-friendly, accessible, and secure. This includes creating mobile-friendly websites, improving online forms and applications, and providing digital identity verification and authentication. The law also requires agencies to provide training and support for employees to help them deliver high-quality digital services.

      The 21st Century IDEA is designed to align with other government initiatives, such as the Federal Information Technology Acquisition Reform Act (FITARA) and the Digital Government Strategy, to promote collaboration and consistency across federal agencies. The goal is to improve citizen satisfaction and trust in government services by providing easy and efficient digital access to government information and services.

      In summary, the 21st Century IDEA is a set of guidelines and standards aimed at modernizing and improving the quality of digital services provided by the US federal government, with the goal of improving citizen satisfaction and trust in government services.

      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.

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      Omnichannel interaction routing

      Digital and Voice Channels

      Automatic Call Distributor (ACD)

      Interactive Voice Response (IVR)

      Proactive Engagement

      Automated notetaking

      AI Copilots

      Interaction Recording

      Quality Management (QM)

      Performance Management (PM)

      Feedback Management

      Interaction Analytics

      Autopilot

      Proactive AI Agent

      Knowledge Management

      Experience Optimization (XO)

      CRM Integrations

      UCaaS Integrations

      Call Center Software

      Customer Experiences

      Enlighten AI for CX

      Interaction Orchestration

      Workforce Augmentation

      Service Automation

      Platform