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Contact Centre Technology

NICE inContact CXone

Unifying best-in-class Omnichannel Routing, Customer Analytics, Workforce Engagement, Automation and Artificial Intelligence, CXone transforms your contact centre operations, empowering exceptional agent and customer experiences.

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Suppliers of Choice for NICE inContact CXone

Business Systems is a Contact Centre Solutions specialist and NICE inContact delivery partner of choice. With one of the largest engineering resource bases for implementing and supporting Contact Centre Solutions, you’ll enjoy seamless installation and integration with your existing communications and workforce engagement systems. 

NICE inContact CXone

Why Businesses Use NICE inContact CXone

  1. Flexible Infrastructure – Scale operations up or down quickly and efficiently to meet changing customer service demands. 
  2. Drive Measurable Improvements – Turn insights into results with Omnichannel Analytics, by making data relevant, easy to consume and actionable to drive measurable improvements..;  
  3. Unlocks Agent Potential – Provides the tools to inspire employee self-improvement and amplify quality to enhance customer experience. 
  4. Encourages Innovation – Frees up your contact centre from time consuming and mundane work with intelligent self-service, agent-assisted and fully-automated alerts and actions 
  5. Reduce Labour Waste – Powers the industry’s most intelligent Forecasting and Workforce Management software.

Key Features

With CXone, you’ll enjoy access to a suite of features, helping you deliver best in class customer experience. Here are just some of the features available with NICE inContact CXone:

  1. Automatic Contact Distributor (ACD)

    Ensure digital and voice interactions are routed to qualified agents.

  2. Interactive Voice Response (IVR)

    Leverages natural speech to collect caller information and determine optimal handling.

  3. Proactive Outbound

    Patented proactive predictive dialer that generates more revenue and fewer hang-ups.

  4. Interaction Channels

    Over 30 options to connect with customers in their channel of choice – including chat and messaging options like WhatsApp and SMS as well as voice.

  5. Workforce Intelligence

    Automate intraday operational adjustments across the contact centre.

  6. Workforce Management

    Anticipate business demands and optimise your workforce with the industry’s most intelligent and accurate omnichannel forecasting engine.

  7. My Agent eXperience (MAX)

    Digital-first, Omnichannel Agent Interface designed for the streamlined handling of contact centre interactions, regardless of channel.

  8. Omnichannel Analytics

    AI powered Omnichannel Contact Centre Analytics and Reporting tool that identifies root cause and trends across 100% of customer interactions.

  9. CRM Integrations

    Consolidate your customer context and contact centre controls into a single interface, for more efficient agents and exceptional experiences.

  10. UCaaS Integration

    Pre-built adaptors connecting the contact centre to leading UC tools, allowing agents to be connected in minutes with applications such as Microsoft Teams, Zoom, LogMeIn, Atos and more. 

  11. Microsoft Teams Integration

    Pre-built Microsoft Teams integration to power company-wide collaboration for faster service.

Empower your business

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