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

    CXone Mpower Platform

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      Automate every service workflow

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      Centralize data and knowledge

    Customer Service Automation

    • Platform Overview

      Complete AI Platform for service automation

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      Seamlessly connect your business systems

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    Complete CX Offerings

    • AI for Customer Experience

      Purpose-built AI for unparalleled CX automation

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      Friction-free customer experiences driven by conversational AI

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      Robust applications to optimize the employee experience (WEM)

    • Journey Orchestration and Routing

      Seamless customer journeys across voice & digital channels

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

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      Delight customers where they shop

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      Identify behaviors that drive frictionless customer experiences.

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      Improve customer loyalty on every interaction across the journey

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      Empower your agents to provide better experiences—on every channel.

    • Drive Digital Transformation

      Integrate digital technology at the center of the customer experience

    • Move to the Cloud

      Elevate experiences and efficiencies by moving operations to the cloud

    • Unify CX Touchpoints with AI

      Unlock total awareness for your business with purpose-built AI on a unified platform

    • Increase Operational Efficiency

      Leverage AI and automation to increase agent retention and reduce costs

    • Improve Compliance

      Protect your consumers with pre-built compliance solutions

    • Engage and Empower Employees

      Create a workplace of truly engaged employees

    • Proactive Customer Engagement

      Elevate customer satisfaction with proactive conversational AI

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      Boost conversions and win rates to accelerate financial success

  • Services

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      Partnership for successful transformations

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      Tailored education delivered by CX experts

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  • Company

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    Customer journey analytics - Optimize Your CX

    Perfect every customer journey.  

    Ensure effortless customer experiences with omnichannel AI-enabled predictive analytics, smart self-service and journey-level metrics.

    • Interaction Analytics
    • Enlighten AI Routing
    • Enlighten XO
    • Enlighten AI for Sales Effectiveness
    Automate Agent Notetaking to Save Time and Costs While Improving CX
    White Papers

    Automate Agent Notetaking to Save Time and Costs While Improving CX

    Read now
    Enlighten AI for CX: Driving Innovation from Vision to Reality
    White Papers

    Enlighten AI for CX: Driving Innovation from Vision to Reality

    Read now
    The Bigger Picture for AI: Getting Beyond Silos, Chatbots, and Contact Centers
    White Papers

    The Bigger Picture for AI: Getting Beyond Silos, Chatbots, and Contact Centers

    Read 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.

    Delight customers with optimal journeys.

    Exceptional customer journeys begin with a holistic customer experience analysis.

    Analyze customer behavior and experiences that span multiple customer interactions across channels and over many days, weeks or months and find bottlenecks with specific sequence characteristics.

    “By implementing NICE, we aim to improve customer journeys, process effectiveness, prevent fraud, and improve the relationship with our regulatory agency.”

    Executive Director Banco BMG

    Related Products

    Related Resources

    Resource Library

    Customer journey analytics

    Transform the customer journey

    Use customer journey analytics to gain a holistic view of the end-to-end customer journey, uncover cross-channel inefficiencies and optimize business processes from the customer's perspective.

    Discover how customers flow through touchpoints or a customer journey map, where they are stalling, validate pre-defined journeys, and understand interaction behavior at scale. Customer Journey Analytics offers accurate analysis for where to start designing, orchestrating, and refining journeys to maximize customer experience.

    Read datasheet

    Optimize service costs
    Proactively prevent churn
    Identify automation opportunities
    Predict buyer intent

    Accelerate time to insight

    Quickly surface key insights of the entire customer journey and dramatically reduce the time it takes to uncover and act upon the root causes of problematic journeys.

    Visualize real customer journeys

    Gain a holistic view of every touchpoint in a customer journey. With customer journey mapping businesses can identify patterns and trends that highlight both positive and negative aspects of the customer experience.

    Measure and predict customer success

    Use AI to connect and analyze millions of disparate digital customer data points, identify poor resolution paths, and proactively recommend opportunities to improve customer interactions.

    Optimize service costs

    Improve your customer's journey by analyzing digital paths such as exit and transfer points or last pages.

    Proactively prevent customer churn

    Customer journey analytics enables businesses to predict the likelihood of attrition, complaint, negative NPS, or repeat contact and bolster proactive outreach and response.

    Identify automation opportunities

    Discover and prioritize customer intents, utterances, agent tasks, and workflows across all channels to identify the top automation opportunities to improve overall customer satisfaction.

    Predict buyer intent

    Predict “likelihood to buy” and automatically connect customers with the best available agent for their needs by analyzing customer journey data.