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NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

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      • Workflows

        Automate every service workflow

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        Maximize agent performance

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        Centralize data and knowledge

      Customer Service Automation

      • Platform Overview

        Complete AI platform for customer service automation

      • Trust & Compliance

        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

        • Copilot

          Empower agents and supervisors with powerful AI to drive productivity

        • Actions

          Unlock complex data with generative AI for CX leaders

        • AutoSummary

          Automate notetaking with Gen AI to summarize every interaction

        • AI Routing

          Match customers to their perfect agent for improved business results

        • Enlighten AI for Complaint Management

          Protect your organization from reputational and financial risks

        • Enlighten AI for Sales Effectiveness

          Increase conversion rates and grow revenue with real-time analysis

        • Experience Optimization (XO)

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

        • Enlighten AI for Customer Satisfaction (CSAT)

          Gain insights on agent soft-skill behaviors on every interaction

      • Digital & Self Service

        Digital & Self Service

        Friction-free customer experiences driven by conversational AI

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        • Autopilot

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

        • Conversational AI & Chatbots

          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

        • Proactive AI Agent

          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

        • Experience Optimization (XO)

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

      • Journey Orchestration & Routing

        Journey Orchestration & Routing

        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

        • AI Routing

          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

        • Social, Chat & Messaging

          Engage website visitors in conversations on their channel of choice

      • Workforce Engagement & Management

        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

        • Quality Management

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

        • Performance Management

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

        • Interaction Recording & Management

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

        • Supervisor Workspace

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

        • Dashboard & Reporting

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

        • Automated Agent Augmentation

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

        • Playvox by NICE

          Seamlessly integrate with CRMs to efficiently manage your workforce

      • CX Analytics

        CX Analytics

        Actionable insights to continuously enhance the customer experience

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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

        • Actions

          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

        • Feedback Management

          Discover actionable insights from omnichannel customer feedback to improve customer satisfaction

        • Interactions Analytics

          Analyze every interaction to understand operational trends and agent performance

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          Understand and confidently select the processes that will contribute most to your performance success

      • Agent Assist

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        AI-driven tools for real-time agent guidance and coaching

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        • Omnichannel Agent Desktop

          A unified agent workspace provides everything agents need to handle all interactions

        • Agent Assist Hub

          Easily integrate applications that help turn every one of your agents into a customer service superstar

        • Real-Time Guidance

          Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction

        • AutoSummary

          Automate agent notetaking with the power of generative AI to summarize every interaction

        • Knowledge Management

          Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content

      • Open Cloud Platform

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        Innovative cloud-native foundation to rapidly scale extraordinary CX

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        • Security & Compliance

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          Improve your customer conversations with accurate STT transcription

        • Multipath to CXone

          Connect vital enterprise infrastructure to our cloud gradually and safely

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          Unify your contact center with the rest of the organization

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        Discover the full value of AI in customer service

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        91% of customers recommend NICE as a preferred CCaaS vendor

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          • What is Infrastructure as a Service (IaaS)?
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          What is Infrastructure as a Service (IaaS)?

          IaaS offers a solution by providing on-demand access to scalable computing resources over the cloud

          • • The Challenges of Traditional IT Infrastructure
          • • Infrastructure as a Service (IaaS) as a Solution
          • • Core Benefits of Infrastructure as a Service (IaaS)
          • • What is Infrastructure as a Service (IaaS)?
          • • Cloud Service Models: Infrastructure as a Service (IaaS) Vs. SaaS Vs. PaaS
          • • Key Infrastructure as a Service (IaaS) Providers
          • • Benefits of Infrastructure as a Service (IaaS)
          • • Infrastructure as a Service (IaaS) Use Cases
          • • Choosing the Right Infrastructure as a Service (IaaS) Provider
          • • Challenges and Best Practices
          • • How Nice Can Help
          • • Key Takeaways
          • • Call to Action
          • • Frequently Asked Questions

          What is IaaS? Infrastructure as a Service (IaaS) is a cloud computing model that provides virtualized computing resources over the internet. It allows businesses to rent IT infrastructure components, such as servers, storage, and networking, on a pay-as-you-go basis.

          The Challenges of Traditional IT Infrastructure

          Traditional on-premises IT infrastructure comes with significant challenges. These include high upfront costs, limited scalability, and ongoing maintenance complexities. Companies often face difficulties in managing and upgrading physical hardware, leading to inefficiencies and increased operational costs.

          Cloud infrastructure addresses these challenges by providing reliability, scalability, and enhanced resource management, including solutions like IaaS, VM provisioning, and secure data access.

          Infrastructure as a Service (IaaS) as a Solution

          Infrastructure as a Service (IaaS) offers a solution to these challenges by providing on-demand access to scalable computing resources over the cloud. By utilizing cloud computing services, businesses can rent virtualized IT resources, avoid the hefty capital expenditures associated with physical infrastructure, and benefit from a more flexible and cost-efficient model.

          Core Benefits of Infrastructure as a Service (IaaS)

          • Scalability: Easily scale resources up or down to match changing workloads.
          • Cost-Efficiency: Reduce capital expenditures and only pay for what you use.
          • Agility: Quickly deploy new applications and services to meet business demands.

          What is Infrastructure as a Service (IaaS)?

          Infrastructure as a Service (IaaS) is a cloud computing service model that delivers compute, storage, and networking resources on-demand through the internet. It allows businesses to lease IT infrastructure instead of investing in and maintaining physical hardware.

          Visual Representation

          Imagine Infrastructure as a Service (IaaS) like renting a furnished office space. Instead of buying and setting up all the office equipment yourself, you rent an office that already has everything you need, allowing you to focus on your work without worrying about maintenance.

          Technical Underpinnings

          Virtual machines are a core component of Infrastructure as a Service (IaaS), relying on virtualization technology and hypervisors to abstract physical hardware into virtual resources. This enables efficient resource allocation and management, providing businesses with the flexibility to scale their IT needs dynamically.

          NICE CXone Unified Communication as a Service (UCaaS) Integrations
          Datasheets

          NICE CXone Unified Communication as a Service (UCaaS) Integrations

          Get data sheet
          Marketing services company  increases client acquisition rates  and reduces onboarding time by  83% with CXone
          Case Studies

          Marketing services company increases client acquisition rates and reduces onboarding time by 83% with CXone

          Get case study
          Build smart self-service fast
          White Papers

          Build smart self-service fast

          Read now

          Cloud Service Models: Infrastructure as a Service (IaaS) Vs. SaaS Vs. PaaS

          Cloud services can be categorized into three main models: Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS). Infrastructure as a Service (IaaS) offers the most control, providing raw compute and storage resources. IaaS allows users to manage their own operating systems while leveraging cloud infrastructure. PaaS provides a platform for developing and deploying applications without managing the underlying infrastructure. SaaS delivers fully functional software applications over the internet.

          Key Infrastructure as a Service (IaaS) Providers

          Major Infrastructure as a Service (IaaS) cloud providers include Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP). These providers offer a wide range of services and global infrastructure to support various business needs.

          Benefits of Infrastructure as a Service (IaaS)

          Scalability and Elasticity

          Infrastructure as a Service (IaaS) allows businesses to scale resources on-demand, ensuring they can handle peak workloads without overprovisioning. This elasticity is crucial for managing fluctuating demands and optimizing resource usage.

          Cost Optimization

          Infrastructure as a Service (IaaS) follows a pay-as-you-go pricing model, reducing capital expenditures on physical hardware. Additionally, businesses save on maintenance and upgrade costs, as these are managed by the Infrastructure as a Service (IaaS) provider.

          Agility and Innovation

          Infrastructure as a Service (IaaS) accelerates the deployment of new applications and services, enabling rapid testing and experimentation. This agility supports innovation and helps businesses stay competitive.

          Business Continuity

          Infrastructure as a Service (IaaS) offers inherent disaster recovery capabilities, such as redundancy and geographic distribution. This ensures uninterrupted operations and data protection in case of hardware failures or natural disasters. Utilizing multiple geographically distributed data centers is crucial for ensuring high availability, reliability, and minimal downtime for businesses using IaaS.

          Infrastructure as a Service (IaaS) Use Cases

          Development and Testing

          Infrastructure as a Service (IaaS) provides a flexible, scalable environment for development and QA teams to build and test applications without the need for physical infrastructure.

          Website and Application Hosting

          Infrastructure as a Service (IaaS) can host websites and applications of varying sizes and complexities, offering the resources needed to handle traffic and performance requirements.

          Big Data and Analytics

          Infrastructure as a Service (IaaS) supports the storage and processing demands of big data, enabling businesses to perform complex data analysis and gain valuable insights.

          High-Performance Computing (HPC)

          Infrastructure as a Service (IaaS) is ideal for computationally intensive tasks such as simulations and modeling, providing the necessary computing power on-demand.

          Choosing the Right Infrastructure as a Service (IaaS) Provider

          Key Considerations

          When selecting an Infrastructure as a Service (IaaS) provider, consider the following factors:

          • Performance and Reliability: Ensure the provider offers robust performance and high availability.
          • Security and Compliance: Check for comprehensive security measures and compliance with industry standards.
          • Cost and Pricing Models: Evaluate the pricing structure and potential cost savings.
          • Support and Service Level Agreements (SLAs): Review the support options and SLAs to ensure reliable assistance.

          Challenges and Best Practices

          Security

          While Infrastructure as a Service (IaaS) provides many benefits, data security in the cloud is a primary concern. Implement best practices such as encryption, access controls, and regular security audits to protect your Infrastructure as a Service (IaaS) environment. Additionally, cloud service providers play a crucial role in supporting these security measures by leveraging their global networks and robust security capabilities.

          Cost Management

          Optimize Infrastructure as a Service (IaaS) costs by rightsizing resources, monitoring usage, and leveraging cost management tools provided by the service provider.

          Vendor Lock-In

          To avoid vendor lock-in, consider strategies such as adopting a multi-cloud approach and utilizing open standards to ensure flexibility and portability.

          How Nice Can Help

          Nice CXone

          Nice CXone is a cloud-based contact center platform built on Infrastructure as a Service (IaaS), offering scalability, reliability, security, and continuous innovation.

          Key Benefits

          • Scalability: Handle fluctuating call volumes with ease.
          • Reliability: Ensure uninterrupted customer service.
          • Security: Protect sensitive customer data.
          • Innovation: Benefit from continuous feature updates and integrations.

          Customer Success Stories

          Discover how CXone has transformed contact center operations for companies worldwide, delivering exceptional customer experiences and operational efficiencies.

          Key Takeaways

          Infrastructure as a Service (IaaS) provides scalable, cost-efficient, and agile computing resources, revolutionizing IT operations and enabling businesses to focus on their core goals.

          Infrastructure as a Service (IaaS) as a Business Enabler

          By leveraging Infrastructure as a Service (IaaS), organizations can reduce infrastructure management burdens and concentrate on driving innovation and achieving business objectives.

          Nice's Commitment to Innovation

          At Nice, we are dedicated to leveraging the latest technologies, such as Infrastructure as a Service (IaaS), to enhance customer experiences and deliver cutting-edge solutions.

          IaaS Benefits: Why It Matters

          Learn why IaaS is crucial for modern businesses, offering on-demand resources, scalability, and reduced IT costs to drive innovation and growth.

          Watch demo now

          Contact us

          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.

          FAQs

          Infrastructure as a Service (IaaS) is a cloud computing model that provides virtualized computing resources over the internet. Businesses can rent servers, storage, and networking components on a pay-as-you-go basis.

          IaaS offers the most control, providing raw compute and storage resources. PaaS provides a platform for developing and deploying applications without managing the underlying infrastructure. SaaS delivers fully functional software applications over the internet.

          The main benefits of IaaS include scalability, cost-efficiency, agility, and business continuity. It allows businesses to scale resources on-demand, reduce capital expenditures, quickly deploy applications, and ensure uninterrupted operations.

          Major IaaS providers include Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP).

          To ensure data security in an IaaS environment, implement best practices such as encryption, access controls, regular security audits, and leveraging the security features provided by your IaaS provider.

          Common use cases for IaaS include development and testing environments, website and application hosting, big data and analytics, and high-performance computing tasks such as simulations and modeling.

          When choosing an IaaS provider, consider factors such as performance and reliability, security and compliance, cost and pricing models, and the level of support and SLAs offered by the provider.

          IaaS supports business continuity through inherent disaster recovery capabilities, such as redundancy and geographic distribution, ensuring uninterrupted operations and data protection in case of hardware failures or natural disasters.

          Nice offers CXone, a cloud-based contact center platform built on Infrastructure as a Service (IaaS), providing scalability, reliability, security, and continuous innovation to enhance customer experiences and operational efficiencies.