What is a Cloud Contact Center Platform?

A cloud contact center platform is a complete, unified, cloud native platform built to support multichannel or omnichannel communication between customers and agents (or self-service systems) in a manner that optimizes customer experience and agent experience. Cloud contact centers can be optimized to handle both inbound and outbound calling and messaging.

As it resides in the cloud, future software modules built on the platform can integrate seamlessly with existing applications, presenting a unified interface, coordinated functionality, and powerful data sharing. Cloud contact center platforms also have the advantage of being able to easily and quickly integrate with other complementary cloud-based applications, such as CRM, through the use of APIs.

Core contact center applications, such as automatic call distributors (ACDs), interactive voice response (IVR) systems, and workforce management (WFM) software, are typically included in a cloud contact center platform. And because cloud contact center platforms are flexible, additional capabilities can be added as new technologies emerge.

For example, advancements in artificial intelligence (AI) and automated speech recognition (ASR) have enabled the creation of speech analytics software that can analyze 100% of contacts. This software is typically completely integrated with other applications on the platform to allow for features like consolidated dashboards.

Cloud contact center platforms enable the system capabilities and functionality that ultimately lead to greater agent satisfaction and seamless, omnichannel customer experiences.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolution of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade cloud contact center platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.