Nice

What is Nice?

Nice is a platform offered by NICE, aimed at enhancing customer experiences through AI-powered solutions. It provides a range of features such as Enlighten Copilot, an AI companion for contact center employees, Enlighten Autopilot for AI-driven self-service options, and Enlighten Actions tailored for CX leaders. The platform integrates various tools like workforce management, journey orchestration, real-time guidance, and CX analytics to ensure seamless customer interactions and loyalty reinforcement across different industries.

Who created Nice?

Nice was created by individuals who developed the Enlighten suite, focusing on AI solutions for customer experience (CX). The company's core products include Enlighten Copilot, Enlighten Autopilot, and Enlighten Actions, designed to enhance employee efficiency and customer service. Nice's platform offers various solutions like Workforce Management, Digital and Self Service with conversational AI, and CX Analytics. The company aims to provide friction-free customer experiences across industries like Healthcare, Retail, and Financial Services, reinforcing customer loyalty and digital transformation.

What is Nice used for?

• Enhancing efficiency of contact center employees with Enlighten Copilot
• Providing AI-driven self-service for customer inquiries and issue resolution with Enlighten Autopilot
• Tailored AI solutions for CX leaders to strategize and execute customer experience initiatives with Enlighten Actions
• Offering complete CX solutions including Digital and Self Service with conversational AI, Workforce Management, Journey Orchestration and Routing, Agent Assist, CX Analytics, and Open Cloud Platform
• Providing industry-specific solutions for sectors like Healthcare, Financial Services, and Retail
• Supporting voice calls for live agents and self-service with Voice Agent
• Enabling true omnichannel with blended digital and voice solutions with Omnichannel Agent
• Empowering agents with Quality Management through Essential Suite
• Optimizing efficiency and engagement with WFM and Performance reporting in Core Suite
• Improving CX with the complete suite including Analytics & VOC in Complete Suite
• Enhancing the efficiency of contact center employees with Enlighten Copilot
• Providing AI-driven self-service options for customer inquiries and issue resolution with Enlighten Autopilot
• Tailoring AI solutions for CX leaders to strategize and execute customer experience initiatives with Enlighten Actions
• Offering a comprehensive suite of CX solutions including Workforce Management, Digital Self Service, and CX Analytics
• Providing industry-specific AI applications catering to sectors like Healthcare, Financial Services, and Retail

Who is Nice for?

• Contact Center Employees
• CX Leaders

How to use Nice?

To use the NICE tool effectively, follow these steps:

1. Understand the NICE CX Platform: The NICE tool is designed to enhance customer experiences across various industries like Healthcare, Retail, and Financial Services by offering solutions such as Digital and Self-Service with conversational AI, Workforce Management, Journey Orchestration, and more.

2. Explore Key Features: Familiarize yourself with essential features like Enlighten Copilot for employee assistance, Enlighten Autopilot for AI-driven self-service, and Enlighten Actions for tailored AI solutions for CX leaders.

3. Industry-Specific Solutions: Take advantage of custom AI applications tailored to specific sectors to optimize performance in Healthcare, Financial Services, and Retail.

4. Utilize FAQs: Refer to frequently asked questions provided in the user guide to clarify doubts about Enlighten Copilot, AI-driven self-service, the target industries, and the Complete CX Offerings.

5. Pricing and Packages: Understand the pricing structure and available packages like Omnichannel Agent Package, Essential Suite, Core Suite, and Complete Suite to choose the most suitable option for your business needs.

6. Customer Testimonials: Gain insights from customer testimonials and success stories to learn how the NICE tool has helped organizations improve customer experiences and operational efficiency.

7. Additional Services: Explore add-ons such as CXone Guide, Enlighten Autopilot, Proactive Dialer, and others to further optimize your customer service strategies.

By following these steps, you can effectively leverage the NICE tool to enhance customer interactions, boost operational efficiency, and drive business growth.