NiCE CXone: The Power of Integration

Your contact center is not an island. To orchestrate the frictionless, hyper-personalized journeys today’s consumers expect, you need tools and interfaces that make integration easy and turn what used to be time-consuming, difficult one-off projects into streamlined, repeatable solutions. To successfully orchestrate the entire customer journey, you need a platform that empowers you to seamlessly integrate your CX platform with all tools and solutions that influence the customer journey at every touchpoint.

NiCE CXone supports many methods that facilitate integration with third-party software and services, enabling seamless integration and efficient transport of data between platforms within your contact center and beyond, anywhere in your Business Solutions Ecosystem.

The goal of integration is to help design, build, operate, and automate intelligent end-to-end workflows that include every customer service role and expand the reach to every aspect of customer service with seamless connections between the contact center, mid- and back-office teams, data and solutions. By providing the tools and interfaces that make integration easy, the NiCE CXone platform enables you to orchestrate the customer journey securely at unmatched precision and scale, optimizing the customer experience, increasing agent productivity and expanding reach beyond the confines of the traditional contact center.

Streamlined integrations serve multiple purposes and provide many benefits:

• Highly customize each interaction to provide the best possible customer experience

• Share data across systems and platforms to hyper-personalize the experience

• Facilitate smart routing decisions to provide faster and highly efficient service

• Deliver intelligent self-service to offer smart service 24/7/365

• Provide advisor assistance to turn every agent into a CX Superstar

• Integrate with backend systems to ensure data and systems are in sync at all times as the customer journey unfolds

This section describes the integration options available with the NiCE CXone platform. Please contact your sales representative or technical account manager for more details.

This visual shows the various roles the pre-built interfaces play in orchestrating the customer journey: