NICE inContact CXone Spring 2019 Release Adds End-to-End Artificial Intelligence (AI) Capabilities

CXone delivers new comprehensive AI capabilities and enhanced depth
and breadth of customer relationship management (CRM) integrations

SALT LAKE CITY–(BUSINESS WIRE)–NICE inContact, a NICE (Nasdaq: NICE) business, today
announced the Spring 2019 release of NICE
inContact CXone
, which adds multiple AI-powered updates across the
contact center for smarter customer and agent engagement, plus enhanced
depth and breadth of CRM integrations. CXone new AI capabilities span
the entire customer and agent experience from: new AI self-service bot
options, to new AI-infused forecasting and scheduling options to
AI-powered interaction analytics that detect root cause issues of
customer frustration. CXone now provides additional depth and breadth of
CRM integrations for delivering a more personalized customer experience,
including deeper Salesforce integration and new and enhanced pre-built
integrations to other leading CRM applications.

“Our latest AI innovations help companies stay one step ahead of
customer expectations in the increasingly competitive experience
economy. Organizations of all sizes can now leverage new and innovative
AI capabilities across the unified NICE inContact CXone cloud customer
experience platform to deliver better, more engaging customer and agent
experiences,” said Paul Jarman, CEO, NICE inContact. “The NICE
inContact CXone Spring 2019 release demonstrates our dedication to
continuous delivery of the latest innovations, like comprehensive AI
capabilities and CRM integrations, that help our customers achieve their
business goals.”

New End-to-End AI Capabilities Power Smarter Engagement
end-to-end AI capabilities enable organizations of all sizes to predict
and act on AI-powered insights to delight customers, engage employees,
and significantly improve agent productivity.

New CXone AI capabilities that span the end-to-end customer and agent
experience include:

  • NICE inContact Advanced Chat for CXone: Makes introducing
    automation and AI into the contact center environment faster and
    easier, while streamlining service delivery. New integrated chatbot
    enables organizations to configure and deploy bots to perform common
    tasks, while offering easy options to transparently elevate to an
    agent-assisted chat as needed. Customers can add AI services such as
    Natural Language Understanding Classification and Sentiment Analysis,
    Natural Language Processing Entity Identification, Language
    Recognition, Sentence Similarity and more. This new embedded chatbot
    is in addition to the more than 20 AI-powered voice and chatbot
    partner integrations that easily integrate with CXone and are
    available on the CXexchange
  • NICE Nexidia Predictive Behavior Routing (PBR) for CXone:
    Connects customers with the best available agent for his or her
    personality, communication preferences and behavioral characteristics,
    powering more productive and positive conversations and call outcomes,
    and better customer and agent experiences. PBR leads to improved
    business results using advanced algorithms that adapt the best agent
    match depending on the top business goal identified by contact center
    leaders, such as Average Handle Time, Customer Effort Time, Customer
    Satisfaction, Net Promoter Score®, First Contact Resolution, Sales
    Effectiveness, and Customer Retention.
  • AI-powered WFM Forecasting: Takes the guesswork out of
    workforce management forecasting with AI-powered selection of best
    algorithms for each forecasting scenario. Saves time with a “best
    pick” option that takes into account more than 45 patented algorithms,
    seasonality patterns and trends to smooth out anomalies in scheduling.
  • AI-driven Interaction Analytics and Insights: Drives smarter
    decisions, to improve customer satisfaction, with AI-driven
    interaction analytics that identify sources of customer frustration
    and unresolved issues. Patent-pending Frustration Detection goes
    beyond detecting negative sentiment and identifies what issues and
    agents contribute to customer frustration, helping businesses focus on
    and take corrective action in areas that negatively impact customer
    satisfaction. Unresolved Issue Detection identifies contact types and
    agents that contribute to multiple interactions.

New Depth and Breadth of CRM Integrations Enhance Personalized
Customer Experiences

The CXone Spring 2019 release includes
additional depth and breadth of pre-built CRM integrations to help
deliver personalized and contextual customer experiences. Deeper
Salesforce integration offers Salesforce customers additional options
and other new and enhanced CRM integrations coming soon will deliver a
breadth of options for large and small organizations globally.

  • CXone Routing for Salesforce Digital Channels and New Packages for
    adds a global carrier-grade voice channel to
    Salesforce digital customer interaction channels, in addition to an
    intelligent routing engine. Adding CXone intelligent routing for
    digital channels can improve the customer experience through
    skills-based routing that combines agent proficiency with customer
    attributes from Salesforce to find the best customer service agent for
    each interaction – allowing faster resolution of customer requests,
    fewer transfers between agents, and options to provide higher levels
    of service to premium customers. Agents continue to handle digital
    channels from within their familiar Salesforce interface, and now with
    CXone agents will benefit by servicing customer requests they have the
    skills and proficiency to quickly and successfully resolve.

In addition, new CXone
Packages for Salesforce
extend the Salesforce Lightning Service
Console with integrated workforce management, quality management,
interaction analytics, and customer feedback applications.

  • New and Enhanced Pre-built CRM Integrations: will deliver a
    breadth of pre-built options for integrating popular CRM applications
    with CXone to deliver a personalized customer experience and improve
    agent productivity. Each CRM integration will provide a unified
    desktop option between CXone real-time interaction handling and
    customer profile and case management from the CRM, as well as
    bi-directional data synchronization. New and enhanced integrations
    include: Oracle Service Cloud, Microsoft Dynamics, ServiceNow,
    Zendesk, SugarCRM, NetSuite, SAP, and BullHorn.

Salesforce, Lightning and others are among the trademarks of, inc.

About NICE inContact CXone
NICE inContact CXone is the
leading cloud customer experience platform. Only CXone unifies
Omnichannel Routing, Analytics, Workforce Optimization, and Automation &
Artificial Intelligence – providing a seamless customer and agent
experience – as part of one enterprise-grade, cloud native platform.
With its Open Cloud Foundation, CXone powers rapid innovation via open
APIs, leading scalability and reliability (guaranteed 99.99 percent
uptime), and carrier-grade connectivity (guaranteed voice quality).

About NICE inContact
NICE inContact is the cloud contact
center software leader. NICE inContact CXone™ combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation and
Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s
solution empowers organizations to provide exceptional customer
experiences by acting smarter and responding faster to consumer
expectations. NICE inContact’s DEVone developer program is an extensive
partner ecosystem, providing applications from partner companies on the
CXexchange marketplace that are designed to integrate with CXone. NICE
inContact is recognized as a market leader by the leading industry
analyst firms.

About NICE
NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software solutions
that empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps organizations
of all sizes deliver better customer service, ensure compliance, combat
fraud and safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are using
NICE solutions.

Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks of
their respective owners. For a full list of NICE’s marks, please see:

Forward-Looking Statements
This press release
contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Paul Jarman are based on the
current beliefs, expectations and assumptions of the management of NICE
Ltd. (the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking statements are
subject to a number of risks and uncertainties that could cause the
actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the
global economic environment on the Company’s customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; changes in technology and market
requirements; decline in demand for the Company’s products; inability to
timely develop and introduce new technologies, products and
applications; difficulties or delays in absorbing and integrating
acquired operations, products, technologies and personnel; loss of
market share; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. For a
more detailed description of the risk factors and uncertainties
affecting the company, refer to the Company’s reports filed from time to
time with the Securities and Exchange Commission, including the
Company’s Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.


Corporate Media Contact
Cheryl Andrus, +1 801 320 3646,

Marty Cohen, +1 551 256 5354, ET,
Erez +972 9 775 3798, CET,

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