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Is yours one of the many brands that has made customer experience (CX) an integral part of its business strategy? Are you finding it difficult to make meaningful progress in improving metrics such as customer satisfaction, Net Promoter Scores, and customer loyalty?
Both questions and their answers emphasize the importance of having the right contact center platform.
The business impact of customer experience software can be substantial, especially if the software includes modern technology that enables superior customer and agent experiences and allows businesses to streamline their customer service operations. Industry-leading contact center platforms can yield financial benefits such as higher customer lifetime value (CLV), reduced labor costs, and improved conversion rates.
Ultimately, your customer service system should be considered a strategic asset that supports your customer experience goals. And when you perform a cost-benefit analysis of AI CX systems that you're considering, you should find that they quickly pay for themselves. Otherwise, continue your search.
Next, we'll provide a brief overview of NICE CXone, discuss how it can address some of your more strategic challenges, and review some of the financial benefits of using industry leading CX systems.
The highlights of CXone
CXone is more than a contact center solution; it's a cloud native customer experience platform designed to support your CX strategy now and well into the future.
Being in the cloud gives CXone several advantages over software that you host yourself on premises:
- Lower IT overhead. Because we host it, we're responsible for tasks such as updating software and managing hardware, which frees your valuable IT resources to work on other strategic priorities.
- Easy integrations. Our platform uses open APIs extensively, which simplifies the integrations with other systems that are needed to satisfy today's consumers.
- Fast, seamless scalability. The best software providers have extra capacity that their clients can easily leverage when volume is higher than expected. This could mean, for example, that shoppers taking advantage of your big sale won't receive a busy signal when they contact sales or customer service.
- Supports a hybrid work model. Agents, supervisors, and other contact center staff can access cloud solutions from anywhere that has a strong Internet connection. With a device and a browser, they can use our solutions from anywhere, including home. The potential to reduce facilities costs also makes our AI CX platform ROI very appealing.
- Pay only for what you use. Unlike rigid software licenses where you have to purchase seats for the peak number of users, we charge for what you actually use, which is a favorable pricing model for seasonal businesses and organizations that might experience periodic volume spikes caused by external events.
In addition to the advantages of being in the cloud, CXone offers capabilities that set it apart from other solutions in the market:
- End-to-end journey orchestration. The CXone platform includes solutions for every step of the customer journey, from workforce engagement management to effective self-service to reporting and analytics. If you need technology for your contact center, it's likely we can provide it.
- Extensive use of artificial intelligence. Artificial intelligence is woven into our platform to make processes, resolutions, and analysis smarter and more efficient.
- Omnichannel experiences. We support seamless movement across our voice and digital channels by making customer information available in all channels and providing omnichannel agents with a desktop that allows them to efficiently manage all their interactions.
- Effective self-service. If your corporate strategy for customer engagement includes self-service, CXone includes multiple options, ranging from a smart knowledge base to AI-powered virtual agents that interact with customers using natural language and guide them through the resolution process.
If you'd like more details about CXone than was provided in this executive overview of CX technology, visit our main product page.
Solutions for every industry
CXone isn't a platform designed for a single industry. In fact, its flexibility and compliance with a multitude of data security standards make it the solution of choice for organizations in a variety of industries across the globe. Below are a few examples of how CXone is used in specific industries:
Healthcare
Because it's HIPAA compliant and integrates well with electronic health records and other systems of record, CXone is a logical choice for healthcare companies and providers. Additionally, CXone is a solution that organizations in the industry can use to address the consumerization of healthcare by providing patients with experiences that mimic those from their favorite brands.
Retail
Does your business have large seasonal spikes? CXone can handle it with fast and easy scalability, ensuring your business doesn't miss a sale due to capacity limitations. Additionally, our solutions can increase online conversion rates by providing quick answers to shoppers’ questions. And, because CXone is compliant with PCI DSS, you can be assured that your customers' data is safe.
Financial services
NICE CXone meets and exceeds audits for PCI DSS, SOC2, TCPA and more with regular penetration and intrusion detection exercises. This, and capabilities that include omnichannel support and AI-powered analytics that provide valuable CX insights, make NICE the software provider of choice for many financial services companies.
CXone as a strategic asset with an attractive ROI
As a CEO, board member, or other C-level executive, you're responsible for business results, which typically means executing strategies such as market expansion, brand positioning, and revenue growth. You're also responsible for making investments that support your strategies and goals.
CXone is a strategic investment that can help your company reduce costs and increase revenue, ultimately improving the bottom line. In this section, we'll discuss the business impact of customer experience software and how you can use CXone to help reach your business objectives.
Data driven decision-making
Contact centers collect and generate a treasure trove of customer information, including preferences, expectations, and opinions about everything from products to mobile app experiences. Until fairly recently, a large portion of this data went to waste because it's impractical for humans to comb through and make sense of so much unstructured data. But artificial intelligence has completely changed the game.
NICE offers AI-powered analytics solutions that can transform all that valuable interaction information into actionable insights. For example, our interaction analytics software can analyze interactions and provide information about customer sentiment, contact drivers, trending topics, and more. Leaders can use these insights to make data-driven decisions about a host of topics including new product development and website enhancements.
Agility
CXone is agile enough to evolve with your business and help your organization quickly adapt to disruptions. In today's fast-paced market, where consumer demands are constantly changing, brands need flexible technology that includes the latest innovations.
As an example, if your corporate strategy for customer engagement calls for allowing customers to interact with you via text message (SMS), that channel can be turned on in a matter of hours, rather than days or weeks. In fact, we have over twenty channels to choose from and they're all integrated to provide seamless omnichannel experiences.
At a more tactical level, CXone empowers end users to respond to unexpected events by letting them change IVR messages and menus as well as routing rules in the ACD. Our intuitive design studio simplifies these configuration changes and eliminates the need for IT or vendor support.
Offering channel choice and quickly responding to customer-impacting disruptions improves CX and can increase customer loyalty and brand reputation, which ultimately makes your AI CX platform ROI even more favorable.
Enhanced employee productivity and engagement
CXone is uniquely suited to streamline contact center operations. With features like a consolidated agent desktop, automatic documentation of phone interactions, and in the moment guidance, agents become more efficient and can handle more interactions, which reduces labor costs.
Our self-service solutions can also decrease labor expenses while adding more convenience to the customer experience. Tools like our smart knowledge base and AI-powered virtual agent are designed to handle customers' simpler issues and questions, enabling you to reserve your valuable agent resources to work on more challenging problem solving.
Refocusing agents on more value-added tasks can lead to higher employee engagement and lower turnover. Providing agents and supervisors with state-of-the-art, easy-to-use software tools can also positively impact both areas. In an industry known for high agent turnover, keeping more of your experienced employees has financial benefits that should be factored into your cost-benefit analysis of AI CX solutions.
Competitive differentiator
In today's experience economy, providing consistently superior CX can set you apart from competitors and become a competitive differentiator. We've already discussed many of CXone's capabilities and benefits, so now let's quickly look at how being a customer experience leader can impact your business's financial performance:
- One recent study found that customer experience is the top priority for nearly 46% of businesses for the next five years, well ahead of product and pricing. The field is crowded, highlighting the need for the best technical tools to put you at the front of the pack.
- Gartner found that customer experience drives over two-thirds of a customer's loyalty to a brand. Loyal customers tend to have higher tenure, buy more products, and refer people they know to brands and products.
- According to Adobe research, "Companies that prioritized and effectively managed customer experience were three times as likely than their peers to have significantly exceeded their top business goals" in the prior year.
Being a CX leader yields many benefits, but it takes the right technology to rise above the rest. Contact centers have a significant impact on the customer experience but are often hampered by outdated systems. When so much is on the line, customer service team members should have modern solutions to set them up for success.
For a more visual executive overview of CX technology from NICE, watch our CXone demo. And please reach out to us with any questions.
