Customer Stories

CXone Omnichannel Contact Center Powers AAA Central Penn

Overview

AAA Central Penn uses inView™ Performance Management for CXone, part of CXone Analytics, to create dashboards that reflect real-time performance on key performance indicators (KPIs) including gamification incentives to motivate agents.

Demo Videos

Omnichannel Routing (Video) | CXone Call Center Software

Modernize your contact center and empower your agents to positively and productively interact with customers in any channel with CXone Omnichannel Routing. Follow the twins Jimmy and Johnny in their interactions with one contact center that uses CXone Omnichannel Routing, and another one that, unfortunately, does not. Learn how superior customer service can make all the difference as the twins reschedule a service appointment for their beloved Beetles.  

Datasheets

Call center metrics: CXone Performance Management

CXone Performance Management inspires employees to own performance and align with organizational goals by providing transparency and continuous feedback in a social environment. Report “one view of the truth” via customizable KPIs and dashboards aggregated from disparate sources to drive continuous improvement and a high-performance culture. Elevate agent performance with real-time, personalized insights, provide a creative outlet through engaging gamification and wallboards, and motivate with prizes in a customizable virtual storefront. Increase supervisor efficiency and enable focus on high-value activities by automatically creating and sharing performance scorecards. Improve the customer experience by uniting the organization behind transparent CX goals.

Datasheets

NICE inContact CXone Open Cloud Foundation brochure