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Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

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

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        Seamlessly connect your business systems with our platform

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        Securing your trust with every interaction

      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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      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

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        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

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        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

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        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

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

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


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          Business Process Outsourcers

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          Customer experiences that count

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          Healthy patient experiences

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          Secure policyholder experiences

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          Delight customers where they shop

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          CX for Telecommunications

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          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

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        • Grow Revenue

          Boost conversions and win rates to accelerate growth

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          Create a workplace of truly engaged employees

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          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

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          Protect your consumers with pre-built compliance solutions

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          Elevate customer satisfaction with proactive conversational AI

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          Discover partner solutions to extend capabilities on our platform

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        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

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        Industry-leading expertise, tools and know-how

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        NICE-certified implementation partners

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        Your partner for successful transformation

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        Tailored education delivered by CX experts

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        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

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          Step Inside The Room Where It Happened to see CX AI in action

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          What’s the Best Call Center Software for Enterprise Contact Centers?

          Premiere call center software that empowers agents and enhances the customer journey.

          Call centers involve many moving parts to be able to provide support for customers over the phone. From its phone system to qualified agents, call center operations rely on numerous factors to function efficiently. Enterprises should consider each aspect of the call center with the utmost care. Just one low-performing area has the potential to critically disrupt workflows. 

          One part of the core of a call center is its software. Software designed for the call center allows agents to manage contacts, update accounts, and make inbound and outbound calls. There are many call center software programs on the market. However, many also lack the features necessary to provide quality customer support in today’s tech-fueled environment. 

          Call center software must have features

          Selecting the best call center software for your enterprise may seem daunting. Before making a decision, conduct deeper research into the functions call center software should have to keep your call center competitive. Below is a non-exhaustive list of what to look for. 

          • Compatibility 
          • Omnichannel Capabilities 
          • IVR
          • Auto Dialing System
          • Self-service 

          NiCE is a leading provider of advanced technology-driven call and contact center solutions. We’re proud to be one of the top call center software solutions in the industry today. Below you’ll find a breakdown of the ways NiCE incorporates the most important call center features into our unified platform.

          Compatibility with third-party applications

          One of the biggest bottlenecks in many industries is siloed data. Siloed data occurs when a company’s multiple departments cannot access the data they need from each other. This is because the information is located in other programs behind different logins. Employees end up waiting on email or instant message replies for access. One task that usually takes 5 minutes to complete could take 5 hours. A large enterprise is especially at risk of accumulating siloed data because of the number of departments and agents. 

          The NiCE platform integrates with other platforms to solve this problem. Workflows for agents are made easier with contact center software that easily integrates other systems because they are able to access data across third party applications without having to depend on outside factors. The NiCE Unified CRM also provides customer account information, customer communication history, tech support requests, and marketing outreach efforts to give agents a better picture of each customer, regardless of the department the agent supports. This enables them to provide better and more personalized service. 

          Omnichannel features

          NiCE call center software also provides omnichannel capabilities that allows customers to reach out to clients through various modes of communication. For example, customers have the option to reach out for support via SMS, web chat, email, and voice. Agents are able to respond using the same method of communication customers choose. 

          Enterprises, with their vast array of customer categories, benefit significantly from this feature. It is important to have because every customer has their own preference. Sometimes sending a quick text message is their best way of communication because they do not have time to be on the phone. 

          Others prefer to talk to a live agent. When customers are short on time, many opt for quick modes of communication. In order to ensure a customer-centric approach in your call center’s workflows, implementing software with omnichannel capabilities is important to stay ahead in the service industry. 

          IVR

          An IVR, or Integrated Voice Response system, is software that allows customers to interact with the phone system using their voice. This provides several benefits such as increased first-call resolution, customizable modules, and self-service options. 

          With the NiCE platform, enterprises can configure their IVR system to take payments, obtain account information, track orders, and request callbacks. Agent workflows are eased up when the IVR system provides customers the support they need without having to speak to anyone. It also prioritizes inbound calls so that customers with more urgent needs are helped first.

          Auto dialing system

          The auto dialing system offered by NiCE gives call centers different options that include predictive dialing, progressive dialing, and power dialing. Auto dialing saves agents’ time because it eliminates the need for them to manually dial any numbers. It also maximizes outreach conducted during campaigns, bypassing voicemails and busy signals. The auto dialing system at NiCE is configurable to better suit the needs of each call center. This may be the best call center software for enterprise level contact centers.

          Self-service options

          Self-service options aren’t limited to IVR. In fact, NiCE offers an array of self-service options that contact centers integrate into the customer journey. One option is the use of chatbots. NiCE uses eLVee, a pre-programmed bot that interacts with customers through web chat or SMS. eLVee can be used to answer frequently asked questions or conduct high frequency tasks on a customer’s account. Another option is our AI Virtual Agent. Virtual Agents are a more sophisticated form of chatbots. They integrate with the customer database and provide human-like, voice-driven interaction with customers.

          Analytics solutions

          NiCE provides an integrated analytics feature that delivers data-driven guidance that contact centers use to direct business decisions and drive growth. Through an array of reports, NiCE Analytic Solutions give enterprises the birds-eye view they need to identify areas of improvement and monitor performance.

          Trends that impact agent scheduling, scripting, and hiring are visible through reports that the platform generates. Examples include high and low call volume periods of time or resolution rates after testing agent scripts. 

          Best call center software solutions for enterprise compliance management

          The best call center software solutions for enterprise compliance management provide advanced features to effectively manage and maintain the highest level of regulatory compliance. They enable organizations to adapt to changing regulations and requirements, such as the Health Insurance Portability and Accountability Act (HIPAA), the General Data Protection Regulation (GDPR), and the Payment Card Industry Data Security Standard (PCI DSS). These software solutions offer a comprehensive suite of tools that not only automate processes but also empower agents to adhere to legal and ethical standards while consistently delivering a superior customer experience.

          One of the key elements that contribute to the best call center software solutions is their robust data security and privacy management capabilities. These solutions are designed to protect Personally Identifiable Information (PII) by implementing strict data handling policies, encryption of sensitive data fields in both transit and at rest, and multi-factor authentication for authorized users. Additionally, they provide detailed reporting and analytics that enable organizations to monitor and track agent performance, access patterns, and user behavior. This level of insight allows businesses to identify potential compliance risks and take proactive measures to prevent regulatory violations. Furthermore, top call center software solutions offer a seamless integration with existing enterprise systems, such as Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP), to ensure a continuous flow of information without data silos. This integration eliminates manual data entry errors and maintains high levels of data accuracy and integrity, which is crucial for adhering to compliance requirements.