NICE expands CXone’s AI, cloud options
NEW JERSEY, UNITED STATES — Software firm NICE recently announced the 2023 CXone Fall Release, highlighting major artificial intelligence (AI), automation, and cloud integration expansions across their interaction-centric CXone platform.
The release introduces fully automated AutoSummary capabilities leveraging generative AI to create objective interaction summaries for voice and digital channels. CXone AutoSummary combines NICE’s purpose-built CX AI, Enlighten, with large language models to help organizations improve agent performance and reduce costs.
Additionally, the updated CXone release enables extreme personalization by connecting consumers with the best-matched agents based on sentiment analysis.
On the integration front, NICE now offers a Microsoft Azure storage option alongside AWS, allowing flexible deployment across public clouds. The company also announced CXone’s unique ability to integrate with any ACD system, whether on-premises or cloud-based.
Other key highlights include advanced digital interaction management powered by the new True to Interval feature for accurate digital workforce forecasting and planning, as well as an improved CXone dashboard for simplified data visualization and business insights.
According to NICE President Barry Cooper, “AI is creating a ripple effect driving organizations to create full convergence of CX assets. As organizations adopt AI, they realize that the only way to do it is with an all-encompassing interaction-centric platform.
“With the new fall release, CXone is now the only platform that can serve as the foundation for any organization’s CX AI strategy,” he added.
NICE provides cloud and on-premises enterprise software solutions focused on customer experience (CX), AI, digital transformation, and workforce optimization. Its flagship product, CXone, is an end-to-end cloud-based CX management platform that combines capabilities like omnichannel routing, analytics, automation, self-service, workforce optimization, and artificial intelligence.
