Engage customers proactively.
Remove the guesswork

Proactively get to know what each customer is thinking and take the right action first time, reducing cost to serve.

Engage start to finish

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

Be right the first time

Increase right first-time action and operational efficiency by ensuring customers’ needs and wants are known.

No more silence

Utilizing proactive conversational AI, NICE ContactEngine removes the need for you to make assumptions about the needs, wants, and actions of the customers that never contact you. Engage every customer in long-duration conversations, through multiple milestones, delivering 90% success (aka containment).

NICE ContactEngine
How Lumen leveraged ContactEngine.

Learn how Lumen goes beyond frictionless to provide a humanized, personal customer experience with NICE ContactEngine, for cost savings and optimal CX.

man using mobile phone

Eliminate costly assumptions.

By proactively keeping customers engaged in conversation, businesses learn what each customer wants or needs without asking them to call in or use another channel, resulting in increased operational efficiency and no additional burden on the contact center.
Listen for triggers

Analyzes data to identify where a proactive conversation should be triggered or changed. Signals the start of a new conversation, or a new path for an ongoing conversation.

Confirm outcomes

Collects and formats data and automatically feeds it back into your systems, keeping your customer records fully up-to-date.

Always-on conversations

Opens, maintains, and completes millions of simultaneous conversations 24 x 7 x 365 to ensure that customer responses are understood and replied quickly.

The human touch

Monitors and flags the <10% of conversations that need escalation. Agents are equipped with full context of the conversation, enabling precise and timely intervention.

Objective seeking conversation

Every conversation has an objective, and each customer is navigated uniquely to that objective through conversation. Unlike notifications, proactive conversations invite the customer to respond by asking them a question, meaning you get to know exactly what each customer wants to do.

Whole journey conversations

Engage each customer in a single, seamless conversation across the whole of their journey no matter how long it lasts.

“Leveraging technology like ContactEngine helps us achieve our goal to enable meaningful automated experiences from ordering to installation…We’ve only just scratched the surface on the many use cases that ContactEngine can support withing TELUS and have already seen a fantastic return on investment.”
Chris Shave
Business Analysis Manager TELUS
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