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NICE - AI Customer Service Automation Solutions
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      Customer Service Automation

      • Platform Overview

        Complete AI platform for customer service automation

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        Ensure secure, reliable, and compliant customer service operations

      • CXexchange Marketplace

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      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

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    • Products
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      • AI for Customer Experience

        AI for Customer Experience

        Purpose-built AI for unparalleled CX automation

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        • Autopilot

          Elevate customer self-service with an AI-powered virtual agent

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          Empower agents and supervisors with powerful AI to drive productivity

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          Unlock complex data with generative AI for CX leaders

        • AutoSummary

          Automate notetaking with Gen AI to summarize every interaction

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          Match customers to their perfect agent for improved business results

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          Protect your organization from reputational and financial risks

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          Increase conversion rates and grow revenue with real-time analysis

        • Experience Optimization (XO)

          Learn from all interactions with AI that builds smart self-service

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          Gain insights on agent soft-skill behaviors on every interaction

      • Digital & Self Service

        Digital & Self Service

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        • Autopilot

          Elevate self-service experiences with an AI-powered virtual agent that guides customers

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          Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally

        • Knowledge Management

          Meet customers with knowledge and ensure they receive the right content, wherever they are

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          Keep customers engaged in conversation from onboarding to installation, service, and retention

        • Web & Mobile Engagement

          Remove friction across the digital journey by proactively delivering the right guidance at the right time

        • Interactive Voice Response (IVR)

          Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service

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          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

      • Journey Orchestration & Routing

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        Seamless customer journeys across voice and digital channels

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        • Actions

          Unlock complex data with generative AI for CX leaders

        • Omnichannel Routing

          Connect customers to the ideal resource, the smart way

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          Match every customer to their perfect agent with AI that delivers personalized experiences and improves results

        • AI Orchestrator

          Orchestrate AI-driven customer service workflows across the enterprise.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience

        • Digital & Voice Channels

          Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout

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          Engage website visitors in conversations on their channel of choice

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        Workforce Engagement & Management

        Robust applications to optimize the employee experience (WEM)

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        • Workforce Management

          Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down

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          Deliver better customer experiences through streamlined processes and actionable, AI-based feedback

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          Meet your organizational goals while engaging employees through personal coaching and gamification

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          Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance

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          Turbocharge supervisors to make agile decisions, streamline workflows and improve performance

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          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

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          Automatically detect automation opportunities, and effortlessly build automation processes as needed

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          Seamlessly integrate with CRMs to efficiently manage your workforce

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        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

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          Unlock complex data with generative AI for CX leaders

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

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          • How Smart is a Smart Dialer?
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          How Smart is a Smart Dialer?

          Provide agents a faster way to make and receive calls.

          Contact centers have evolved tremendously through their implementation of new technology designed to help them deliver a better agent and customer experience. One aspect of this new wave is a smart dialer. Smart dialers allow agents to maximize the completion of their target goals. Read on to learn what a smart dialer is and how common features make them “smart.”

          What is a smart dialer?

          A smart dialer is a software tool that provides numerous convenient features that help optimize workflows, which is what contributes to its name. The “smartest” smart dialer platforms are compatible with contact center software and offer a friendly UI. Their ease of use along with the multiple benefits they bring make smart dialers a critical asset for any contact center. Below are some examples of features smart dialers offer and descriptions of how they can impact the overall success of a contact center.

          Automated Dialing

          Automated dialing is a highly efficient feature contact center agents need to dial through a long list of prospects. This software does the dialing for the agents, and if no one picks up the phone, the dialer disconnects and automatically goes on to the next lead. Agents aren’t connected until a live person answers the phone. This saves a substantial amount of time that agents would generally spend looking up numbers, entering them manually into their softphones, waiting on a ringing line, and getting voicemails.

          Predictive Dialing

          Predictive dialing incorporates the use of past metrics to determine the appropriate frequency and workload for automatic outbound calling. This allows contact centers to perform efficiently as the dialer makes a certain number of calls within a given timeframe, routing each one to the right agents.

          Live Call Recording

          Smart dialers allow call centers to record each agents’ conversation with the customer. Advanced platforms even offer keyword transcription, which allows team supervisors to easily find calls they need to listen to.

          Local Presence

          Gaining customers’ trust is made simple through this feature that many smart dialers offer. When the dialer makes a call, the caller ID on the receiving end shows up as a local (to the customer) number. Many people hesitate answering 800 numbers or numbers with unknown area codes, and a local presence significantly boosts answer rates.

          Smart dialer Vs. power dialer

          The terminology companies use to describe their dialer platforms can be a little confusing, especially since many features overlap with one another. Some dialers may have different features than others but simultaneously have the same name.

          A power dialer is a tool that many call centers use to help agents move faster through lead lists. The dialer performs outbound calls on behalf of a live agent, and the agent disconnects after speaking with a customer or leaving a voicemail. The dialer then moves on to the next number and so on.

          A smart dialer is more sophisticated than a power dialer. A smart dialer is capable of using past metrics to effectively route calls to each agent and to efficiently make the right amount of outbound calls for a contact center’s capacity. The two terms are sometimes used interchangeably; in addition, a smart dialer could also offer a power dialing feature. 
          Smart dialers are a crucial part of a contact center’s operations. Agent and customer satisfaction levels depend heavily on the capabilities that smart dialers offer. NICEunified platform seamlessly integrates numerous smart dialing features that make the agent experience a smooth one. Learn more about the NICE dialers here and find out how our platform helps bring contact centers to the next level.

          Frequently asked questions

          What is a VoIP mobile dialer?

          A VoIP mobile dialer is much like a standard dialer except that it uses the Internet to make and receive calls.

          How do I use a smart dialer?

          A smart dialer can be used as a powerful outbound marketing tool. Agents can quickly and efficiently power through lists of leads using the automated dialing feature.

          What is the difference between a phone system and a dialer?

          A phone system is a network of phones within a company (such as a contact center) that allows users to make and receive calls simultaneously. A dialer is a tool that provides agents a faster way to make and receive calls.