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Platform Overview
Complete AI platform for customer service automation
Enlighten AI
Powering smarter CX with AI-driven insights and automation.
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Innovative cloud-native foundation to rapidly scale extraordinary CX
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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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Seamlessly connect your business systems with our platform
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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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- 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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  Retail
  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
  Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.
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- By Business Initiative
  By Business Initiative
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  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
  Improve Compliance
  Protect your consumers with pre-built compliance solutions
  Proactive Customer Engagement
  Elevate customer satisfaction with proactive conversational AI
- Integrations & Custom Solutions
  Integrations & Custom Solutions
  CXexchange Marketplace
  Discover partner solutions to extend capabilities on our platform
  Pre-Built Integrations
  Seamlessly connect your business systems with our platform
  Developer Tools & APIs
  Endless customization options with RESTful APIs and robust SDKs
  Partner Ecosystem
  Embark on a journey of shared success and collaboration
  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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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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Explore the complete platform with our self-guided demos
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Why NiCE? Video Series
Step Inside The Room Where It Happened to see CX AI in action
NiCE & Simple: Video Demo Series
Brilliant, bite-sized videos from our top product pros
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Our customer's success is paramount. Read case studies about real CX transformation
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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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In a world where you can be anything, be NiCE
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.
Get report

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Overview

This eBook covers how AI simulators are helping contact centers take the guesswork out of multi-channel staffing models. NiCE WFM enables customers with multiple digital channels to test an unlimited number of "what-if" scenarios using our advanced simulator.