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Cloud Customer Experience Platform Launches New Speech and Text Analytics and Omnichannel Social Capabilities

NICE inContact, a NICE business, has announced the Summer 2018 release of NICE inContact CXone, a cloud customer experience platform.

The release introduces CXone Quality Management Analytics Pro, which applies advanced analytics within the quality management process to improve customer experience and efficiency; omnichannel capabilities for organizations to expand their reach to millennial and Gen Z customers; and additional updates to help organizations comply with the EU’s General Data Protection Regulation (GDPR) privacy directive.

The most innovative brands have cultures rooted in creating the best experiences they can for consumers, and continually build customer loyalty and advocacy, said Paul Jarman, CEO of NICE inContact. The new platform features continue to support the company’s primary goal to help businesses of all sizes win in the experience economy, Jarman noted.

CXone QM Analytics Pro is a new omnichannel quality management offering that applies speech and text analytics to automatically pinpoint the right interactions for quality evaluations and agent coaching sessions, making managers and supervisors more efficient and effective. Managers and supervisors can use automatic analysis of customer sentiment, plus pre-defined or custom-defined categories and phrases, to select the right voice or digital interactions for review of agents’ actions to track compliance with key phrases to stay on brand or to meet regulatory requirements; isolate and address offensive or unhelpful behavior; and identify specific customer service or sales scenarios to monitor and develop agent skill proficiency.

As a unified component of the CXone cloud platform, CXone QM Analytics Pro uses automated sentiment analysis and granular categorization of interactions. CXone QM Analytics Pro simplifies setup and management, analyzing each interaction based on category, sentiment, and user-defined keywords/phrases. These capabilities, coupled with dashboards for identifying trends and patterns, reduce the effort to select the right interactions to evaluate for each agent and enables execution of more targeted quality plans and agent coaching, according to NICE inContact.

The CXone Summer 2018 release includes two new pre-integrated social channels plus new social features that help organizations provide more engaging social interactions and extend their reach to the channels their new and prospective customers are using. CXone users can now engage customers on Instagram and Viber, proactively reach out with scheduled tweets or Facebook posts, and quickly interact and better connect with customers using emojis and shared images.

In addition, organizations now will have greater reporting insights for digital channels, including more visibility into how chats are concluded, and control over chat transcript retention.

NICE inContact has also added two new capabilities that can help customers in their efforts to comply with the GDPR privacy directive. NICE inContact ensures its development and operational processes comply with regulations, such as FedRAMP, SOC2, HITRUST, PCI, and Privacy Shield. In addition, NICE inContact has recently added new capabilities for contact centers that can help them with GDPR consent and data access requirements.

For more information, go to www.nice.com.

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