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NICE's CXone Fall Release Expands AI and Automation Capabilities


Today (soon headed into 2024), many customer-facing companies are realizing the need to incorporate artificial intelligence (AI) into their customer and agent workflows as a means of providing more personalized interactions and better task completion. (Increasingly, AI capabilities are converging across all aspects of the customer support experience.)

In that vein, NICE recently announced the launch of its 2023 CXone Fall Release, which expands AI and automation capabilities and increases openness across the CXone platform. CXone is an “interaction-centric” platform, enabling organizations to effectively manage all interactions, both attended and unattended. As organizations look to infuse AI and automation throughout their customer experience (CX) operations, this release further enhances NICE’s leadership gap with unique capabilities that allow organizations to succeed and compete in the digital era, said the company.

With major enhancements to Enlighten AI Routing and Enlighten AutoSummary, CXone now offers fully automated AutoSummary capabilities that are fully native and support voice and digital interactions using generative AI to automate objective summaries for every customer interaction. CXone AutoSummary combines Enlighten’s industry specific CX AI models with large language models (LLMs) to help CX organizations save time and cost and improve agent performance. Additionally, with this release, organizations can improve the quality of CXs, connecting consumers with agents based on factors like sentiment and with extreme personalization.

Additionally, the new release of CXone is expanding the options for cloud storage vendors. In addition to the AWS storage option, CXone is offering a storage option with Microsoft Azure, strengthening NICE’s integration with Microsoft, giving customers full flexibility, allowing organizations to easily integrate CXone into their CX operations on their choice of public cloud. NICE has also announced CXone applications’ ability to work with any ACD, on-premises or in the cloud. This new strategic capability is designed to meet the needs of brands transitioning to cloud-based operations, allowing organizations to seamlessly integrate their existing ACD systems with CXone applications and shift to the cloud at their own pace.

AI is creating a ripple effect driving organizations to create full convergence of CX assets,” said Barry Cooper, President, CX Division, NICE. “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.”

To learn how NICE can expand both the customer and employee experiences using AI and automation, consider attending Future of CX Expo, taking place February 13-15, 2024 in Fort Lauderdale, Florida, as part of the #TECHSUPERSHOW.

Edited by Alex Passett
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