Global Enterprise-Grade Communications
Gregg and NICE inContact
Omni Channel Contact Center
NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation.
CXone Omnichannel routing is a contact center routing and interaction management suite that empowers your agents positively and productively interact with customers in any channel.
Skills-based Omnichannel routing and universal queue is provided for:
Extensible work items
Workforce Optimization unlocks the potential of your team by inspiring employee self-improvement, amplifying quality management efforts, and reducing labor waste. This is all accomplished through the use of:
Coaching and learning
Speech and desktop analytics
Reports and Analytics
CXone Quality Management Analytics Pro is an omnichannel quality management product that delivers a better customer experience through targeted agent feedback. It enables organizations to leverage automatic, granular analysis and categorization to more effectively pinpoint and evaluate interactions, keeping agents on message. With CXone QM Analytics Pro, you can:
Evaluate 100% of interactions
Identify and improve inefficient processes
Maximize workforce performance
Achieve faster ROI
Automation and AI
CXone Automation and Artificial Intelligence streamlines service delivery, providing fast resolution of customer issues and eliminating mundane tasks, releasing you from busy work that inhibits innovation. With automatic completion of routine customer interactions and after contact work, your team can focus on providing personalized service that leads to better business outcomes.
The use of automation and AI can:
Provide intelligent self-service
Reduce the need for manual intervention and monitoring
Reduce after contact work
Choose the right technology at the right time
Ready to get started?
Find out how we can benefit your organization Contact Gregg today to learn more.