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NICE InContact CXone

Name: NICE InContact CXone
Rating: 4.5 (2 reviews)

By NICE InContact CXone

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Highlights : About NICE InContact CXone

Automated speech recognition (ASR) and text-to-speech (TTS)

Quality management

Reporting & analytics

Personal connection™ predictive dialer

Workforce optimization

Multi-channel ACD

About NICE InContact CXone

NICE InContact CXone is a cloud-based workforce management solution which assists small to large-sized organizations with agent performance tracking and task scheduling. Its key features include call routing, workflow automation, request swapping and AI-based forecasting. The application includes a dashboard module that helps staff members receive real-time updates, request time-offs and manage work hours. The solution allows supervisors to conduct onboarding, record user details and synchronize data across multiple contact centers. Further, managers can use the system to evaluate future workload and align employee goals with business objectives. NICE InContact CXone integrates with third-party platforms such as Salesforce, Oracle, Zendesk, Microsoft Dynamics and more. The solution comes with a mobile application for Android and iOS. Support is provided via phone, live chat and email and pricing is available on request.

Specifications

24/7 Support

Yes

Business Size

Mid-Market

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Multi-channel ACD

Workforce management

Personal connection™ predictive dialer

Workforce optimization

Verint speech analytics engine

Social, chat, phone, email

Smart inbox™

Agent scripting

ECHO customer feedback

Automated speech recognition (ASR) and text-to-speech (TTS)

Quality management

Automatic call back

Reporting & analytics

Skill-based routing

Supervisor On-The-Go™

ACD universal queue for multi-communication channels

Benefits

The service operates in a carrier-grade, geographically redundant environment with guaranteed 99.99% availability

Intelligent call suppression - Verifies if the business or individuals you are calling are on a tailored suppression list.

Agent scripting - Build custom individual agent screens or scripts. Create decision trees and design your agents work flow.

Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.

Message lay-down campaigns to dial contacts and lave automated messages without the need for agents

Automatic call-back for customers who don't want to wait in the queue. You can also set up a scheduled callback at the customer's desired time.

Integrate with custom built CRMs and third party solutions such as Salesforce, Microsoft Dynamics CRM, and Oracle RightNow.

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