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      What is Digital?

      The technical definition of digital is: The representation or transmission of data expressed in binary code.

      However, the use of the term digital has expanded to mean much more than this. Businesses view "digital" as the many ways they have available to interact with consumers, using digital channels such as social media, mobile apps, and mobile messaging tools. Always connected consumers have demanded it and organizations have responded with rich content, personalized offers and creative interactions.

      The proliferation of digital channels has transformed how businesses provide customer service. Customers can choose to chat with an agent online or have their issue solved via Twitter. And mobile apps and home electronic assistants have empowered more customers to self-serve. Some companies offer video chat for more high-touch assistance. Consumers value choice, and digital channels have enabled organizations to give it to them.

      This has, of course, had a significant impact on customer service organizations. Call centers have had to transform into contact centers that can support these digital channels. Agents have to be proficient in digital channel support, workforce managers need to forecast and schedule for multiple channels, and contact center technology has to route and automate digital interactions. It's a substantial undertaking, but also the price of doing business in the digital world.

      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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      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 general questions or customer support please visit our Contact us page.

      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