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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
A complete, end-to-end, synergistic contact center by Orange Business
Examples
Our digital-first contact center approach
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
Add business value
Unlock employee potential
Optimize performance
Testimonials
Unified Engagement Suite - NICE: combining leaders in CCaaS and telephony
NICE, a nine-time Gartner Magic Quadrant Leader in CCaaS, excels in vision and digital and AI expertise. As a leader in telephony, Orange Business drives digital transformation with advanced network services and automation.
Unified Engagement Suite: a step above the rest
One experience
One cloud
One destination
One step ahead