No matter what your business is, leaders know that there is high competition and survival is difficult. Companies are expected to provide a massive, seamless experience for customers whose expectations are surged thanks to healthy competition with other organizations. However, these customers come to your business in a variety of ways and often encounter a journey of fragmented services.
“In all industries, more and more are commoditized, from products to services,” says Andy Traba, Vice President of Product Marketing at Nice. “It emphasizes the need for brands to distinguish themselves through the services they provide to their customers.” As Traba says, “The customer experience is your business.”
However, providing the best customer service can be challenging, such as old legacy systems designed to capture, store and provide information, such as old legacy systems that contain customer service agents who are overwhelmed by repetitive tasks and disconnected systems. It hinders businesses from providing customer service that they can withstand their reputation.
However, you have the help at hand for companies looking to take advantage of the wave of data they own and the latest innovations. Cxone Mpower by Nice is a unified AI-powered platform that coordinates workflow, agents, and knowledge throughout the service lifecycle. At the heart of the platform is specialized AI trained on the industry's largest labeled and verified CX datasets, which continuously learn and make intelligent decisions to enhance customer interactions in real time.
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Unlike Syred Solutions, CXONE MPOWER integrates AI capabilities across one platform, providing the ability for front and back office teams to work together to provide end-to-end customer resolution.
“Everyone uses AI, but most solutions are siloed and inefficient,” said Barry Cooper, president of Nice's CX division. “Without integration, they increase costs and complexity, and often those AI advances are changing it rather than working with each other. CXONEMPOWER changes that. It unifies AI capabilities on the customer's journey. And more than 6,000 customers around the world have chosen to use Nice's platform to integrate all their channels, knowledge, and AI models in a single location.
AI conversion power – and the best way to apply it
This platform transforms AI into a strategic asset. This highlights insights that automate large-scale customer interactions, optimize inter-functional workflows, and drive measurable business improvements. It's not just about solving individual cases faster. It is about creating intelligent systems that continuously identify inefficiencies, reduce operational costs and improve service delivery. Connected workflows help businesses move faster, move smarter, automate customer service and become an engine of growth.
“To bring everything together into a unified AI platform to coordinate these end-to-end workflows is not just an upgrade. It's a change in the operating model.” These workflows can cover every aspect of your organization, from the billing department to the shipping department and everything in between. As Traba says, it is “connective tissue that crosses the entire enterprise.” Automating workflows has great benefits for your business behaviour.
Moving to a unified AI platform is a way for organizations to move beyond what they ultimately call the “Frankenstack” issue. “We're working with companies that are trying to do more than fill the technology gap or upgrade their software,” Cooper said. “They come to us with a patchwork of disconnected tools and replace them with a single platform built to expand AI, integrate data and simplify operations. CXONEMPOWER eliminates the need for businesses to tie together 100 legacy systems by hand.
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According to Metrigy research, agents can access 30 different applications to provide customer service and switch between systems only to resolve a single issue. Adding further challenges means that 77% of the interaction agent handles are considered complex and multiple systems must reach resolution. A unified platform eliminates its complexity by consolidating data into a single application and a common workspace. “If an agent has everything they need in one view, it reduces resolution time, improves accuracy and increases customer satisfaction,” Cooper said. This means simpler management, greater customer outcomes, and lower client complexity. After adopting the CXONE MPOWER, the hotel chain moved from 11 different systems to just one.
When humans and AI agents work together, customers win
“Single Glass Pain” that customer service agents need to consider in order to make a real difference in performance and to support those on the line. Context-rich data provided to agents in real time can provide customers with complete background briefing before agents choose a call. “It removes the tactical burden from interaction, so agents can focus on the customer rather than the process,” Cooper said. The automatic AI summary of calls built into CXONE MPOWER means that agents can focus their attention on supporting their customers' needs rather than desperately taking notes, as found in the Map Credit Union.
This collaborative orchestration between humans and AI agents allows businesses to predict, rather than meet customer needs. To provide truly personalized support, customer data must flow seamlessly across your organization, securely secure, but intelligently leveraged to enhance every individual experience. “Customers expect businesses to know them and expect them to personalize their services using the information they already have,” Traba said. A unified AI platform breaks down the silos between the organization's front office and back office functions, sharing information, and brings continuity to both customers and service teams. Mitchell, a company of Enlyte and a user of Cxone Mpower, has seen a 10% increase in customer satisfaction and Banco de Brasil has increased by 32% in net promoter score after adopting the service.
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“When customers adopt CXONE MPOWER, they recognize the time and value that remains on the table,” Cooper said. “Our customers are much happier, and our customers are happier because our agents provide faster and more accurate answers when the right information is available in real time.” This depends on a change in mentality within the customer service capabilities of users on the platform. This will evolve reactive services into a more aggressive, strategic and kind experience.
And these tools can make a meaningful difference as they reduced customer latency by 88 million minutes a year after Lowe saved operating costs after TD Bank used the system. In Traba's words, “Great service has always been a goal. AI has changed how fast, how smart, how far we can go.”
Discover a better way to work. Find out how Cxone Mpower transforms your service into your superpower on a great website.
This post was created by Insider Studio Nice.
