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Better experiences with social, chat and messaging.
Channel Preferences
Support the channels today’s consumers prefer: Chat, messaging, and social media.
“Deploying NICE CXone has helped bring the focus back onto the customer at Wodonga TAFE, offering more streamlined and effective communication channels for current and prospective students.”
CXone empowers you to bring your website alive with chat, co-browsing, file sharing, and joint filling in for online forms to support your high-value customers. You can interact with consumers using their social channels of choice using a single platform for all your channel needs.
Currently, the CXone platform natively supports over 30 digital channels, including: Email, Web Chat, SMS, Facebook, Twitter / X, Instagram, LinkedIn, YouTube, Line, Telegram and others.
Yes. Bring Your Own Channel empowers contact centers to integrate a digital messaging channel that's not supported by CXone "out of the box". Using the same APIs that are used to implement existing digital channels, contact centers can build custom digital points of contact and the corresponding digital channel. Custom channels implemented that way can support inbound and outbound text interactions and are treated "like native" from the routing, administration and reporting point of view.
Yes. The main Agent UI, called CXone Agent, supports all voice and digital, inbound and outbound channels natively supported on the CXone platform, including Bring-Your-Own-Channel (BYOC).
Yes, this functionality is called Elevation. For example, if an interaction starts in chat but turns out to be more complex than anticipated, the agent can seamlessly "elevate" the interaction to a voice call, or when an agent wants to provide a caller with written information, they can send an email or SMS while still on the call.
Yes, the CXone platform provides configurable Quick Responses for digital channels like Email, SMS or messaging. They can include configurable variables to speed up handling and support agents.
Customers love to chat
Turn visiting your website into a two-way conversation.
Increase conversions, reduce abandons
Help and advise consumers when they are active on your website whenever they need support.
Less waiting, more chatting
Boost productivity. Empower agents to handle multiple chat and messaging interactions.
One solution, all channels
A single solution for all messaging and monitoring with unified routing, reporting, analytics and administration.
Meaningful help, in the moment
Help consumers in real- time when they order online or fill in a form – no need to start over or call in.
Less waiting, more chatting
Empower agents to handle multiple interactions to make the best use of their time.
More choices, happier customers
Offer SMS/text, social media messaging, and other digital messaging apps including your mobile app to meet customers when and where they need you.
All chats, one solution
Use a single solution for all messaging and monitoring with unified routing, handling, reporting, analytics and administration.
