NICE Redefines Proactive Conversational AI for Digital Experiences With CXone SmartReach
With the addition of CXone SmartReach, NICE is delivering the industry’s most comprehensive integrated suite for digitally fluent customer service fot the contact centre
NICE have announced the launch of CXone SmartReach following the acquisition of ContactEngine, the leader in proactive conversational AI. CXone SmartReach is a comprehensive artificial intelligence (AI) powered solution that enables organizations to have proactive, multi-day, asynchronous conversations – interacting with customers through their channels of choice even before they reach out for service. ContactEngine AI manages intelligent conversations, transforming the efficiency and costs of operations, and revolutionizing customer experience.
NICE is reinventing next-gen smart digital experiences, proactively connecting consumers in innovative ways across their digital journeys. Powered by Enlighten AI, CXone, the world’s leading cloud CX platform, now natively combines digital and self-service, meeting customers across all their needs events – before requesting service, upon initial service-query search and during interactive service sessions – all seamlessly connected.
CXone is the industry’s only true next-gen digital customer engagement platform, delivering proactive service on consumers’ preferred channels, based on intelligent AI conversations.
Paul Jarman, NICE CXone CEO, commented,
“We are entering a new era of expectations for the Experience Generation, where demands are shifting how digital service is delivered,”
“Organisations need to reinvent digital service from a reactive approach to consumers’ needs – to a proactive personal touch in their digital channel of choice. With the addition of CXone SmartReach to our already comprehensive suite of CX solutions, we are helping companies initiate intelligent conversations with customers, taking digital CX to the next level.”
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.