What is Automation?

Automation is the process of using technology that performs tasks previously performed manually by humans. Automation typically increases efficiency, reduces costs, improves accuracy, and offloads mundane, repetitive tasks from employees, thereby changing the nature of their jobs.

Contact centers are increasingly using automation – not only as a tool to improve efficiency, but also to improve the customer experience and give customers ways to self-serve. For example, a chatbot can be used to interact with a customer using chat and offer assistance with common questions.

There are many potential uses for automation is contact centers. For example, automatic speech recognition (ASR) has transformed the way customers interact with interactive voice response (IVR) systems, allowing them more opportunity to self-serve. Artificial intelligence (AI) technology assists agents with suggested solutions and recommended responses as they are interacting customers via the phone or chat.

These few examples reveal the potential of new automation methods to address consumer demands for choices regarding how they interact with businesses, and touchpoints that result in competently resolved issues. Forward-thinking contact centers are figuring out how these new automation techniques fit into their own service models.

How NICE can help

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

CXone is the most complete, unified and intelligent cloud CX platform for staying one step ahead, with ‘smart’ capabilities end-to-end for infusing AI and automation across the platform, agent experience, and the customer journey.

CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. 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 by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), customer satisfaction surveys and performance management (PM).

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

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