NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.
The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:
- Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
- Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
- Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
- Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.
Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.
CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.
XWiki is a powerful Open Source knowledge management platform that helps businesses save time and budget while enhancing collaboration on both team and organizational levels. It allows users across different departments to stay on the same page by accessing critical information in a fast and efficient way. Email overload, the loss of important knowledge when key employees leave are long forgotten and silos are reduced. With XWiki, vital information is only a click away, training and operations costs are reduced and data loss is prevented through regular backups.
XWiki is developed thinking of extensibility, adaptability, and flexibility. It comes with over 750 apps and extensions and allows for endless customization. Moreover, App Within Minutes allows even non-technical users to create their own extensions to address specific needs with custom solutions and continue collaborating efficiently. Because every business is different, XWiki is available both on-premise and Cloud, and, since there is no vendor lock-in, switching between the two is possible at any time.
