NICE Upgrades CXone Platform
The latest advancement in NICE’s CXone platform enables AI-driven customer experiences, enabling organisations to effectively manage all interactions.
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NICE announced the launch of the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform.
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, utilising generative AI to automate objective summaries for every customer interaction.
Barry Cooper, President of CX Division, NICE, said, “AI is creating a ripple effect driving organisations to create full convergence of CX assets. As organisations adopt AI, they realise 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 organisation’s CX AI strategy.”
“Every CX-oriented enterprise recognises the need to incorporate AI in their customer and agent workflows for more personalised interactions and task completion,” said Derek Top, Research Director and Senior Analyst with Opus Research. “The latest CXone release allows them to modernise their CX infrastructure and augment their service offerings. This is one of the reasons that NICE and CXone rated highly in Opus Research’s competitive analyses.”
With the latest release, NICE will deliver expanded cloud storage vendor options. In addition to the AWS storage option, CXone now has a storage option with Microsoft Azure, strengthening NICE’s integration with Microsoft, giving customers full flexibility, allowing organisations to easily integrate CXone into their CX operations on their choice of public cloud.
