Enlighten AI for CX
Act on CX insights from a complete, objective, and automated analysis of every interaction, driven by the industry's most comprehensive CX data sets.
Enlighten
Autopilot
Autopilot
Provide consumers with an AI-powered virtual assistant for a seamless and streamlined self-service experience.
Enlighten
Copilot
Copilot
Empower employees with a powerful AI companion to drive greater focus, productivity, and engagement.
Enlighten
Actions
Actions
Unlock complex data with generative AI for CX leaders. Take data-driven action without hunting down an analyst or report.
Enlighten AutoSummary
Automate agent notetaking with the power of generative AI to summarize every interaction.
Enlighten AI for Complaint Management
Protect your organization from reputational, financial, and compliance risks with a complete AI-based complaint management solution.
Enlighten AI for Customer Satisfaction
Uncover objective insights on agent soft-skill behaviors that influence customer sentiment on every interaction.
Enlighten AI Routing
Match every customer with their perfect agent using industry-leading AI and holistic CX data to boost customer experiences and KPIs.
Enlighten AI for Sales Effectiveness
Increase conversion rates, grow revenue, and empower teams with real-time, proven insights into critical sales skills that drive revenue.
Experience Optimization (Enlighten XO)
Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service.
Enlighten AI for Vulnerable Customers
Ensure regulatory compliance and embed the fair treatment of customers into your business processes.
Digital and Self-Service
Smart self-service everywhere it’s needed. Meet your customers wherever their journey begins and empower them to intelligently solve problems faster on their own.
Enlighten
Autopilot
Autopilot
Elevate self-service experiences with an AI-powered virtual assistant that guides customers. Guarantee accurate answers with trusted company knowledge and natural language chat.
Conversational AI and Chatbots
The future is conversational. Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally to radically improve the automated experience.
Knowledge Management
Your customer’s journey begins with a search. Meet consumers with knowledge and ensure they receive the right content at every touchpoint.
Proactive Conversational AI
Engage customers proactively. It’s a whole new era of proactive engagement where you know to contact your customer before they even know they need you.
Web and Mobile Engagement
Remove friction across the digital journey by proactively delivering the right guidance at the right time.
Interactive Voice Response (IVR)
Accelerate resolution, improve routing efficiency and cut costs with integrated, AI boosted voice self-service.
Self-Service Analytics
Identify friction points in your IVR and chatbot journeys to boost
self-service containment rates.
self-service containment rates.
Enlighten XO
Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service.
Journey Orchestration and Routing
Guide consumers from the very start to successful resolution of their journey across more natively supported channels than any other solution and maintain context throughout.
Enlighten
Actions
Actions
Unlock complex data with generative AI for CX leaders. Take data-driven action with conversational questions and answers, without hunting down an analyst.
Omnichannel Routing
Connect customers to the ideal resource, the smart way. Optimize contact routing with AI that pulls from all available data to perfect connections and improve business results.
Enlighten
AI Routing
AI Routing
Match every customer with their perfect agent. Predict the best pairing with industry-leading AI and holistic CX data to boost customer experiences and KPIs.
Proactive
Dialer
Dialer
Generate more revenue, minimize hang-ups, and proactively connect with Personal Connection to reduce friction in the customer experience.
Digital and Voice Channels
Unlimited channel choices. Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout.
Social, Chat and Messaging
Do you speak digital? Engage website visitors in conversations. Always answer when consumers message on their channel of choice.
Workforce Engagement Management
Put the most powerful tools at your agents’ fingertips, and unleash their potential to create unforgettable experiences.
Enlighten
Actions
Actions
Unlock complex data with generative AI for CX leaders. Take data-driven action with conversational questions and answers, without hunting down an analyst or report.
Enlighten
Copilot
Copilot
Empower contact center agents and supervisors with a powerful AI copilot to drive greater focus, productivity, and engagement than ever before.
Performance Management
Meet your organizational goals and keep improving, while engaging your contact center employees through personal coaching and gamification.
Quality Management
Evaluate all customer interactions with automation and AI, identify areas to improve, provide effective coaching, and deliver superior CX.
Workforce Management
Anticipate business demands with smarter, AI-based forecasting and scheduling that keeps SLAs up and costs down.
Recording and Management
Capture all omnichannel interactions, meeting your contact center’s regulatory needs and boosting performance.
Dashboard and Reporting
Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights.
Supervisor Workspace
Turbocharge supervisors to make agile decisions, streamline workflows and improve team performance.
Automated Agent Augmentation
Automatically detect automation opportunities, and effortlessly build automation processes as needed.
CX Analytics
Accelerate data-driven decisions. Quantify improvements in employee productivity and customer satisfaction from actionable insights.
Enlighten
Actions
Actions
Unlock complex data with generative AI for CX leaders. Take data-driven action with conversational questions and answers, without hunting down an analyst.
Enlighten XO
Optimize digital CX by learning from all customer interactions with specialized AI that mirrors top agent performance to build smart self-service fast.
Interaction Analytics
Analyze every interaction to understand operational trends and agent performance and monitor business metrics that continually drive improvements to CX.
Feedback Management
Discover actionable insights from omnichannel customer feedback to improve customer satisfaction and boost loyalty.
Customer Journey Analytics
Measure customer behavior across touchpoints to ensure the entire experience is optimized and effortless.
Dashboard and Reporting
Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights.
Desktop and Process Analytics
Understand and confidently select the processes that will contribute most to your performance success.
Agent Assist
Empower agents to meet the needs of every interaction—and the expectations of every customer.
Enlighten
Copilot
Copilot
Empower contact center employees with a powerful AI companion to drive greater focus, productivity, and engagement.
Omnichannel Agent Desktop
A unified agent workspace provides everything agents need to handle all interactions. Empower agents before, during and after interactions.
Agent
Assist Hub
Assist Hub
Easily integrate agent efficiency applications to help turn every one of your contact center agents into a customer service superstar.
Enlighten AutoSummary
Automate agent notetaking with the power of generative AI to summarize every interaction—reducing manual effort.
Real-Time Guidance
Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction.
Knowledge Management
Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content.
Open Cloud Platform
Upgrade your baseline with an open cloud foundation. Launch your way into innovation and CX excellence with built-in cloud compliance and reliability.
Security and Compliance
Secure your data while enjoying industry-leading uptime. Our Trust Office ensures that CXone is the platform you can count on.
Developer Tools, APIs, Integrations
Boost value with pre-integrated apps, UCaaS and CRM adapters, and endless customization options with RESTful APIs and SDKs.
CXexchange Marketplace
Find, compare, and activate applications ready-made for CXone by our development partners and take your contact center to new heights.
Resiliency and Reliability
Keep your contact center up and running with dynamic elasticity, guaranteed uptime and proven redundancy and failover strategies.
FedRAMP
Give your government agency the tools to respond faster while delivering exceptional citizen and agent experiences.
Elevate AI
Improve customer conversations using accurate speech to text transcription and CX AI APIs that understand every interaction.
Voice as a Service (VaaS)
Connect your contact center agents and customers with quality-optimized cloud voice and data services.