Nice
4.20
0
Nice enhances customer experiences with AI solutions for contact centers, workforce management, and CX analytics.
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:
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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.
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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.
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Industry-Specific Solutions: Take advantage of custom AI applications tailored to specific sectors to optimize performance in Healthcare, Financial Services, and Retail.
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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.
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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.
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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.
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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.
Nice Pricing and plans
Paid plans start at $94/month and include:
- Support voice calls for live agents and self-service
- CXone multi-tenant cloud, open platform, common data sets and models
- Unified administration and user interface
- Universal queue with concurrent interaction handling
- Dedicated agent and supervisor workspace
- Self-Service via voice IVR with no-code configuration
Nice FAQs
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What is Enlighten Copilot?
- Enlighten Copilot is an AI companion designed to assist contact center employees by enhancing their efficiency and helping in providing better customer service.
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Does NICE have AI-driven self-service for customers?
- Yes, NICE offers AI-driven self-service options through its Enlighten Autopilot product, enabling customers to self-resolve their queries and issues.
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What industries does the NICE CX platform cater to?
- NICE's platform serves various industries, including Healthcare, Retail, Financial Services, Insurance, Telecom, Travel and Hospitality, BPO, and Government.
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What does the Complete CX Offerings by NICE include?
- The NICE CX platform includes analytics, conversational AI for digital and self-service, journey orchestration and routing, and AI-driven coaching tools for real-time agent guidance.
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How can I find career opportunities at NICE?
- To explore career opportunities at NICE, you can view job openings and learn about their culture on the company's Careers page.
Get started with Nice
Nice reviews
Ethan Morris
January 10, 2025
What do you like most about using Nice?
The Enlighten Copilot feature is incredibly useful. It provides real-time assistance to our contact center agents, which significantly reduces their response time and enhances customer satisfaction.
What do you dislike most about using Nice?
The initial setup process was quite complex and time-consuming. It took us longer than expected to customize it to fit our specific needs.
What problems does Nice help you solve, and how does this benefit you?
Nice helps us manage customer interactions more effectively. The CX analytics provide deep insights into customer behavior, allowing us to tailor our services, which ultimately boosts customer loyalty.
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Riya Bansal
January 9, 2025
What do you like most about using Nice?
I love the Enlighten Autopilot feature. It allows customers to resolve issues independently, which reduces the volume of calls to our support team. This has improved efficiency drastically.
What do you dislike most about using Nice?
Sometimes, the AI struggles with complex queries, and we have to manually step in more often than anticipated.
What problems does Nice help you solve, and how does this benefit you?
Nice has streamlined our workflow significantly. It helps in predicting customer needs, which means we can proactively address potential issues before they escalate.
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Olga Petrova
January 7, 2025
What do you like most about using Nice?
The analytics dashboard is quite insightful. It provides a clear overview of customer interactions and satisfaction metrics.
What do you dislike most about using Nice?
The user interface can be overwhelming at times. It takes some time to get used to navigating through all the features.
What problems does Nice help you solve, and how does this benefit you?
Nice assists in tracking customer journeys effectively, which helps us identify drop-off points. This allows us to refine our processes, but it could be more user-friendly.
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