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NICE - AI Customer Service Automation Solutions
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    Social, Chat and Messaging - Optimize Your CX

    Do you speak digital?

    Engage website visitors in two-way conversations on the web and never let their voice go unanswered when they message on their channel of choice.

    Better experiences with social, chat and messaging.

     Why Digital Channels make a better Customer Experience.

    Why Digital Channels make a better Customer Experience.

    Consumers want to interact through different channels and receive the same level of support and satisfaction.

    Watch demo

    Channel Preferences

    Support the channels today’s consumers prefer: Chat, messaging, and social media.

    “Deploying NICE CXone has helped bring the focus back onto the customer at Wodonga TAFE, offering more streamlined and effective communication channels for current and prospective students.”

    Leanne Gibson
    Leader Customer Experience,Wodonga TAFE

    Related Products

    • Omnichannel Routing
    • Digital & Voice Channels
    • Digital & Self-Service

    Related Resources

    Making Use Of  Digital Channels For Better Customer  Experience And Cost Savings
    White Papers

    Making Use Of Digital Channels For Better Customer Experience And Cost Savings

    Read now
    Digital Platform: Supports customers across any digital channel
    Datasheets

    Digital Platform: Supports customers across any digital channel

    Get data sheet
    Digital customer journey mapping: The new digital CX
    Infographics

    Digital customer journey mapping: The new digital CX

    View infographic

    Resource Library

    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 customer support, please visit our support page to log into the Customer Community portal.

    Social, Chat and Messaging: FAQs

    digital service

    Social, chat and messaging are the new normal.

    CXone empowers you to bring your website alive with chat, co-browsing, file sharing, and joint filling in for online forms to support your high-value customers. You can interact with consumers using their social channels of choice using a single platform for all your channel needs.

    Read more

    knowledge management

    The Innovator’s Guide to the Digital-First Contact Center

    Digital today is so much more than just email and web chat. The digital customer service universe is rapidly growing and evolving. Learn how.

    Read the report

    Meaningful help, in the moment
    Less waiting, more chatting
    More choices, happier customers
    All chats, one solution

    Currently, the CXone platform natively supports over 30 digital channels, including: Email, Web Chat, SMS, Facebook, Twitter / X, Instagram, LinkedIn, YouTube, Line, Telegram and others.

    Yes. Bring Your Own Channel empowers contact centers to integrate a digital messaging channel that's not supported by CXone "out of the box". Using the same APIs that are used to implement existing digital channels, contact centers can build custom digital points of contact and the corresponding digital channel. Custom channels implemented that way can support inbound and outbound text interactions and are treated "like native" from the routing, administration and reporting point of view.

    Yes. The main Agent UI, called CXone Agent, supports all voice and digital, inbound and outbound channels natively supported on the CXone platform, including Bring-Your-Own-Channel (BYOC).

    Yes, this functionality is called Elevation. For example, if an interaction starts in chat but turns out to be more complex than anticipated, the agent can seamlessly "elevate" the interaction to a voice call, or when an agent wants to provide a caller with written information, they can send an email or SMS while still on the call.

    Yes, the CXone platform provides configurable Quick Responses for digital channels like Email, SMS or messaging. They can include configurable variables to speed up handling and support agents.

    Customers love to chat

    Turn visiting your website into a two-way conversation.

    Increase conversions, reduce abandons

    Help and advise consumers when they are active on your website whenever they need support.

    Less waiting, more chatting

    Boost productivity. Empower agents to handle multiple chat and messaging interactions.

    One solution, all channels

    A single solution for all messaging and monitoring with unified routing, reporting, analytics and administration.

    Meaningful help, in the moment

    Help consumers in real- time when they order online or fill in a form – no need to start over or call in.

    Less waiting, more chatting

    Empower agents to handle multiple interactions to make the best use of their time.

    More choices, happier customers

    Offer SMS/text, social media messaging, and other digital messaging apps including your mobile app to meet customers when and where they need you.

    All chats, one solution

    Use a single solution for all messaging and monitoring with unified routing, handling, reporting, analytics and administration.