CCAAS FOR CSAT
Pivot to CCaaS , Contact Center as a Service . The Contact Center of today is an increasingly omnichannel environment , fielding customer inquiries via phone , chat , email , text , social channels , and ( so many ) more . Just as UCaaS was experiencing a meteoric rise on the heels of internet and wireless availability , Contact Centers attempted to keep pace and offer employees improved solutions for providing good customer service across more than just a phone line . So much so that what resulted often became a tangled , disjointed mess for agents to navigate while only piling on friction for customers who increasingly expect seamlessly connected journeys .
NICE , a recognized CCaaS industry leader among analysts and industry experts , works tirelessly to deliver innovative , AI-powered solutions to boost contact centers and the organizations they serve into realms of efficiency , performance and both employee and customer satisfaction previously unattainable . Its complete , connected platform removes infrastructure , reduces tech stacks and infuses AI into data and experiences that drive business growth and customer loyalty .
THIS ISN ’ T AI THAT ’ S 5 OR 10 YEARS DOWN THE ROAD . IT ’ S HERE , FULLY OPERATING IN CONTACT CENTERS AROUND THE WORLD , AND GETTING BETTER BY THE MINUTE .
UCAAS + CCAAS , THE SUPER CAST
So getting back to the original questions . No , NICE isn ’ t joking . No , there really aren ’ t any catches . And yes , customers wanted a unified top-tier UCaaS and CCaaS solution and they now have it . Period .
Unified communications is now available across the contact center and the rest of the organization , helping to simplify contracts and support to a single vendor . The contact center , no longer its own silo , is now connected to the rest of the organization by a single click . Two mammoth industries that grew up alongside one another finally meet harmoniously with one sole unifying purpose : to serve customers with excellence .
And NICE continues to do what it does best as an organization : focus its extensive Research & Development resources on continued AI development to create customer experiences that customers and contact centers don ’ t yet know are possible .
THE EXPERIENCE CONTINUUM WITH CX AI
A key element of these developments is CX AI , or AI that is fully CX-aware . This awareness turbocharges performance through three harmonious forces : the first is augmentation , CX AI that supercharges employee performance with copilot and automation capabilities . This extends into automation , where performance and automation is progressively improved with human input and skills exchange with AI agents . Lastly , awareness . CX AI has continual awareness to proactively recommend actions , optimize processes and devise creative solutions .
All of these forces combined create a powerful Experience Memory . The contact center can see each customer as a whole , with an individualized memory graph that knows their interaction history , preferences and behaviors . CX AI adapts and predicts , dynamically orchestrating each and every customer interaction in real-time , with relevant and timely context .
Customers experience AI created for them – it predicts their intent , understands their preferences and anticipates their needs . Not only do they get personalized and proactive engagement , their journeys are optimized and they are ultimately satisfied at the point of contact , with long term loyalty a highly likely outcome for the business .
But don ’ t misunderstand , this isn ’ t AI that ’ s 5 or 10 years down the road . It ’ s here , fully operating in contact centers around the world , and getting better by the minute . Resistance to change is ultimately futile ; embrace the CX AI future , and enjoy the ride .
With NICE , it ’ s never been easier for organizations around the globe to create extraordinary customer experiences , including the latest in digital self-service , all while meeting key business metrics . Take your CX and AI strategy to the next level with the powerful capabilities of NICE CXone , the most complete single-platform cloud CX solution , and NICE Enlighten , an advanced suite of AI tools for agents , supervisors , business leadership , and customers . Over 25,000 organizations of all sizes in 150 countries , including more than 85 of the Fortune 100 companies , partner with NICE to transform — and elevate — every customer interaction .
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