Unified Engagement Suite - NICE

Presentation

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CCX platform delivering digitalized omnichannel customer service

Orange Business presents Unified Engagement Suite - NICE, an advanced contact center solution that merges analytics, real-time monitoring and multi-channel management to enhance customer experience and operational efficiency.

Unified Engagement Suite - NICE is the leading cloud customer-experience platform. Our solution, which incorporates CXone from NICE, unifies omnichannel routing, customer analytics, workforce engagement (WEM) and automation and AI – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud-native platform. With its open-cloud foundation, CXone powers rapid innovation via open APIs, leading scalability, reliability (guaranteed 99.99% uptime) and carrier-grade connectivity with guaranteed voice quality.

CXone combines every digital entry point for customers to reach you, best-in-class journey orchestration and smart self service. You’ll also get real-time guidance to develop well-prepared agents and a closed-loop system to drive complete performance. Finally, only CXone includes purpose-built AI, with everything built on an enterprise-grade, open-cloud platform.

Offer Detail

A complete platform for every CXi journey

Unified Engagement Suite - NICE breaks down silos, enabling real-time customer insights, unifying operations for exceptional customer experience, boosting satisfaction, reducing costs and improving business growth.

Consumer experience

Get your customers excited about your brand by providing personalized interactions, omnichannel routing and AI-driven self service.

Included

Personalized interactions
Omnichannel routing
AI-driven self service

Brand experience

Integrate all your contact channels into your contact center to enhance real-time interactions and empower agents to create a positive brand experience.

Included

Integration of all your contact channels into your contact center

Agent experience

With NICE CXone, elevate agent productivity and engagement by integrating workforce, quality, AI, feedback and analytics tools.

Included

Enhanced efficiency, training, performance and decision making
Improved customer experiences and operational excellence

A complete, end-to-end, synergistic contact center by Orange Business

Consulting

Our business consultants assess your needs and digital readiness
They can then define the best solutions for your contact center transformation

Designing

Our engineers develop robust, reliable and secure services
These are customized for your specific needs and aligned with your business goals and budget

Building

Our project managers manage the deployment of your new services
This ensures seamless integration with your existing IT and bringing your employees up to speed

Operating

Our experts manage your services from end to end and monitor performance
They also provide 24/7 support and ensure you benefit from the latest upgrades

Monitoring

Our customer success management team fosters strong client relationships
Their focus is on ensuring ongoing satisfaction and success
This comprehensive approach to monitoring ensures your contact center operates at its best

Examples

Our digital-first contact center approach

01. Omni-channel routing

02. Customer analytics

03. Workforce engagement

04. Automation and AI

Omni-channel routing

By coordinating interactions across channels and efficiently assigning them to the right agents, CXone's omnichannel routing plays a fundamental role in enhancing the overall customer experience and operational effectiveness of your contact center.

Customer analytics

Robust customer analytics, real-time interaction guidance, interaction analytics and customer satisfaction surveys empower your business with in-depth insights into customer interactions.

Workforce engagement

Workforce Management optimizes scheduling, enhancing efficiency and employee satisfaction. CXone Performance Management boosts agent performance with real-time insights and gamification. Recording ensures secure, compliant call and screen recording.

Automation and AI

This includes workforce intelligence, smart knowledge management, real-time customer authentication, predictive behavioral routing and the NICE Employee Virtual Assistant (NEVA) for enhancing customer experiences and boosting agent efficiency.

Why choose Unified Engagement Suite - NICE?

Discover the benefits

Create engaging experiences

Experience the power to seamlessly route and escalate conversations across channels. Craft highly personalized customer journeys, interact contextually in real-time and seize opportunities like cross-selling.

Add business value

Produce customer-centric value with a seamless path to the cloud that enables swift scalability for surges, ensures reliability and facilitates easy integration of new features.

Unlock employee potential

Streamline processes efficiently with agent-focused desktops, root-cause analyses and RPA automation, while ensuring compliance and reduced handling time. Identify root causes and inefficiencies in the customer journey to reduce repeat contacts.

Optimize performance

Enhance performance with interactive dashboards, align resources with customer demand, automate supervisor alerts and proactively address customer concerns using Voice of the Customer analytics.

Testimonials

What our clients say about us

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Richard Piercy, Chief Information Officer, International SOS

We focused on building a strong project team between Orange Business, NICE CXone, and International SOS to carry the transformation project forward. This was a big element to our success in a difficult situation.

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Francois Borlido, Chief Information Officer, Orange Cyberdefense

What was important for us was to have a local integrator with a global presence and tools based on the cloud and also to have a single point of contact. Orange Business fits the bill.

Unified Engagement Suite: a step above the rest

One experience

This includes omnichannel, AI and strong Salesforce integration, along with extensive connectors for seamless synchronization with various IT infrastructure components, including Dynamics, MS Teams, SAP and more.

One cloud

NICE CXone and the Orange global voice network offer a secure, scalable and customizable cloud platform with top compliance certifications and 300+ APIs for tailored, integrated applications for any size business.

One destination

A smooth migration path to a full cloud-native platform enables investment protection by integrating on-premises and cloud technologies with prebuilt integrations and fast onboarding of new capabilities and employees.

One step ahead

AI is seamlessly integrated across CXone, enhancing self-service, analytics and omnichannel capabilities with 30+ channels, while providing agents with valuable customer context through customer cards.

To go further

Still have questions?

Check our FAQs for more information about Unified Engagement Suite - NICE.

Unified Engagement Suite - NICE