NICE inContact – NICE inContact CXone

About NICE inContact

NICE inContact is the cloud contact center software leader, empowering organizations to provide exceptional customer experiences with the world’s #1 cloud customer experience platform, NICE inContact CXone™. CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation to help companies act smarter and respond faster to consumer expectations. NICE inContact, a NICE company, is recognized as a market leader by the leading industry analyst firms, and serves customers in more than 150 countries, including over 85 of the Fortune 100 companies. www.niceincontact.com

About NICE inContact CXone

vNICE inContact CXone helps organizations be first in their industry by powering exceptional experiences for customers and employees. CXone is the first and only platform unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence—all built on an Open Cloud Foundation.

CXone Omnichannel Routing - Connect customer journeys across any channel, enabling a consistent, personalized customer experience.

CXone Analytics - Get actionable insights from every interaction to drive measurable improvements in customer experience and agent performance.

CXone Workforce Optimization - Unlock the potential of your team by inspiring employee self-improvement and amplifying agent quality management efforts.

CXone Automation & AI - Streamline service delivery with intuitive technology that eliminates mundane tasks and speeds resolution of customer issues for better business outcomes.

CXone Open Cloud Foundation - Power rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly, and serves customers of all sizes globally.

  • ACD
    • Multiple Skill Groups Supported
    • Supervisors Can Log Out Agents Remotely
    • Listen and Monitor Agent Conversations
    • Multiple Announcements and Music Treatment Provided
    • Skill Based Routing
    • Supervisor Can Change Skill Groups
  • CTI
    • Screen Pop
    • DeskTop Integration
  • Dialer
    • Outbound Dialer
    • Preview Dialer
    • Predictive Dialer
    • Answering machine detection
    • Proactive outbound
    • Call Compliance US
    • Call Complinace Other
    • Outbound Multi Channel Engagement
  • IVR
    • Accurate prediction of expected wait time in queue
    • Natural languge speech recognition?
    • IVR and Channel Testing
    • Load Testing
  • Intelligent Virtual Agent (IVA) assistance
    • Automatic Callback
    • Visual IVR
    • Customer Preference And Behavior Based Menus
    • Speech Recognition
    • Text-to-speech (TTS)
    • Speaker Verification
    • Seamless Transfer of customer information from self-service to agent
    • Universal Queueing
    • Real Time Reporting
  • Virtual CallBack
    • Multi Channel Virtual Callback
  • Social Media
    • Social Media Monitoring
  • Multi-channel - Omni Channel
    • Unified contact channels
    • Unified blending
    • Unified Administration
    • Unified Routing
    • Unified Reporting
    • Unified Comminications
  • PBX
    • IP PBX
    • VoIP Phone System
  • WEB Capability
    • Web Chat Capability
    • Web Co-browsing/screen sharing
    • Web Virtual Assistance
    • Web Click-to-Call
    • Web Self - Service
    • Web Callback
    • WebRTC
  • Analtyics
    • Desktop Analytics
  • Voice of the Customer
    • Survey Tools
    • Social Media Monitoring
    • CSAT/NPS Measurement
  • Workforce Management
    • Workforce Scheduler
    • Intraday management
    • Reforecast based on intraday management
    • Multi Site Virtual Contact Center
    • Allow for Outbound Forecasting
    • Allow manual manipulation and editing
    • Track and Support real-time agent adherence
  • Performance Management
    • Provide Performance Management Scorecard
    • Compare employee performance against peers
    • Track individuals training requirement
    • Link specific areas of skill development
    • Gamification
  • Training and Coaching
    • agent coaching
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Schedule for call recording
    • Playback for any LAN/WAN workstation
    • Speech Analytics
    • Analytics based on keywords or phrases
    • Screen Playback synchronized with audio
    • Instantaneous call retrieval
    • Flexible rules editor
    • VoiP recording
    • Voice and screen saved in standard file formats
    • Calls automatically routed to evaluators
    • Search for call on Ad hoc basis
    • Efficiency in filling out forms
    • Integrated Reporting
    • Multi-site Recording
    • Screen Recording
    • Virtual Contact Center Recording
    • Open Source Recording
    • Compliance monitoring
  • Language Capabilities
    • Multi Language Capabilities
    • Multi Language Machine Translation
    • Multi-Language Translation Services
    • Multi Lingual text analysis
  • BPO
    • Inbound
    • Outbound
    • Blended
    • BPO Chat
    • BPO Email
    • BPO Social
    • BPO Onshore
    • BPO Offshore
    • Virtual agent recruitment/staffing
  • Other
    • Sales force automation
    • Telecom Billing
    • Customer Support Ticket Management
    • Knowledge Management
    • Help Desk Software B-B
    • Headsets
    • Toll Free Numbers
  • Chat
    • SMS/Text
  • Number of Agents
    • 1 - 50 Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents
  • Integration
    • Systems Integration
    • CRM Integration
    • Salesforce Integration
    • Microsoft Integration
    • SugarCRM Integration
    • Front and Back Office Integration
    • Other Consulting Services
    • Data Recovery Services

Directory Categories

  • Contact Center ACD Systems
  • Call Center Agent Monitoring Software
  • Call Center Predictive Dialer Software
  • Call Center Remote Agents
  • Chat and Virtual Agents
  • Cloud Contact Center Solutions
  • Computer Telephony Integration (CTI)
  • Contact Center Gamification
  • Customer Experience Feedback and Analysis
  • Interactive Voice Software
  • Multichannel Call Center Systems
  • Performance Management
  • Robotic Process Automation
  • Service Agencies-BPO
  • Social Media - Social CRM
  • Unified Communications
  • Unified Desktop
  • Workforce Optimization