CXone gives agents and supervisors the tools and insights to deliver exceptional experiences.
Personalised Experiences
Real-time information
and guidance for fast, cross-platform, personalized experiencesNurture Agent Potential
Continually improve,
AI targeted, actionable agent feedback and coachingDrive Flexibility & Efficiencies
Make managers
more efficient with automated workflows and intraday reforecastingAny Time, Any Channel
Engage customers
across platforms and seamlessly guide them along their journeyTalk to us about how our next-gen
CX can make your agents superstarsSet your teams up for success with our leading next-gen CX platform
When it comes to customer experiences, we turn agents into superstars.
Save time and money with Workflow efficiencies
- Boost engagement and flexibility with automated approval for shift bidding, time off, trade requests and more.
- Make managers more efficient with automated workflows, intraday reforecasting, and unified BI reports - so they can spend time coaching and strategizing for the future.
- Extend your WFM with a mobile application to improve agent visibility and flexibility, and foster accountability, with access to mobile self-scheduling and intra-day changes.
- AI forecasting technology selects the best of 40+ patented algorithms to produce the most accurate forecasts and schedules across all channels.
Exceptional experiences with the power of AI
- Effortless digital fluency across all interactions
- Equip agents to be ready to assist your customers at the very first interaction
- Engage customers in proactive conversation at just the right moment in their journey
- Objective analysis of agent behaviours that impact customer sentiment
Empower your agents with intuitive coaching and guidance
- Guidance to agents on processes, compliance, and behaviours to achieve goals
- AI models that understand customer cues across all industries
- Integrated prompts and specific recommendations to steer the conversation while it’s happening
- Immediate guidance on next best actions and soft-skill behaviours.
Engage your customers anytime, anywhere with intuitive customer journeys.
- Data-driven self-service, and prepare agents to successfully resolve any needs event
- Seamless transition between Self-Service and Agent-Assisted experiences
- Know what your customers want before they tell you
- Better self-service conversations and making the right answers easy to find