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

    CXone Mpower Platform

    • Workflows

      Automate every service workflow

    • Agents

      Maximize agent performance

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      Centralize data and knowledge

    Customer Service Automation

    • Platform Overview

      Complete AI Platform for service automation

    • Integrations & Hubs

      Seamlessly connect your business systems

    • Trust and Compliance

      Ensure secure, reliable, and compliant operations

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      Access APIs, SDKs, and resources for building

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      Discover partner solutions to extend capabilities

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      Collaborate, learn, and share best practices

  • Products

    Complete CX Offerings

    • AI for Customer Experience

      Purpose-built AI for unparalleled CX automation

    • Digital and Self Service

      Friction-free customer experiences driven by conversational AI

    • Workforce Engagement Management

      Robust applications to optimize the employee experience (WEM)

    • Journey Orchestration and Routing

      Seamless customer journeys across voice & digital channels

    • Agent Assist

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

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      Actionable insights to continuously enhance the customer experience

    • Open Cloud Platform

      Innovative cloud-native foundation to rapidly scale extraordinary CX

    • All CX Offerings

  • Solutions

    By Industry

    • BPO

      Business Process Outsourcers

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      Customer experiences that count

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      Elevate citizen trust

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      Healthy patient experiences

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      Secure policyholder experiences

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      Delight customers where they shop

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      CX for Telecommunications

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      Strengthen traveler and guest loyalty

    By Business Initiative

    • Transform Experiences with AI

      Identify behaviors that drive frictionless customer experiences.

    • Boost Customer Loyalty

      Improve customer loyalty on every interaction across the journey

    • Call Center Software

      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

    • Grow Revenues

      Boost conversions and win rates to accelerate financial success

  • Services

    Contact Center Services

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      Partnership for successful transformations

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      Tailored education delivered by CX experts

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      Global support you can depend on

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      Relevant expertise, tools and know-how

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      NICE CXone certified implementation partners

  • Resources

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      Professionally developed training courses

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  • Company

    About NICE

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    © 2024 NICE

    What is an Agent?

    Also called customer service representatives, among other titles, an agent is a person who works in a physical or virtual contact center. An agent's primary duty is to interact with customers in order to assist them with whatever they need from an organization. This often means helping them place an order or assisting with issues related to products and services. Agents can interact with customers in numerous ways, including phone, chat, email, and social media. Agents sometimes specialize in one type of media, but there are those who handle multiple channels, for example phone and chat.

    Agents are frequently the only human contact a customer has with a business. By default, they are brand ambassadors and play a crucial role in influencing the customer experience. Because of this they need to be well screened, trained and managed and they need to have good tools available to them at their desk. Examples of these tools include an intuitive, easy-to-use agent interface for contact handling, customer relationship management (CRM) applications, knowledge bases and performance reports.

    An agent typically undergoes training in both hard and soft skills upon being hired, and then periodically after that as the need arises. Agents are usually assigned to a team that is managed by a supervisor whose duties include monitoring, coaching and developing the agents. A quality assurance team may review and evaluate agents' interactions based on defined criteria and provide the results to supervisors for further action.

    Customer satisfaction is tightly tied to how well agents perform. Organizations that focus on developing and supporting their agents are one step ahead in winning in the experience economy.

    How NICE is Redefining Customer Experience

    NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

    It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

    Back to Glossary

    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.

    Digital and Voice Channels

    Automatic Call Distributor (ACD)

    Interactive Voice Response (IVR)

    Proactive Outbound Dialer

    Workforce Management (WFM)

    Quality Management (QM)

    Interaction Recording

    Performance Management (PM)

    CRM Integrations

    UCaaS Integrations

    Call Center Software

    Customer Experiences

    Enlighten AI Copilot

    Enlighten Actions

    Enlighten Autopilot

    Enlighten AutoSummary

    Omnichannel
    Routing

    Workforce Engagement Management (WEM)

    CRM & UCaaS
    Integrations

    NICE Enlighten
    AI for CX