CXone Interaction Channels for call centers

Part of NICE inContact CXone

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Use smart digital conversations to connect with your customers

NICE inContact CXone Interaction Channels provide over 30 options to connect with customers in their channel of choice – including chat, messaging options like WhatsApp and SMS as well as voice. Offer a consistent journey across all the channels your customers want and quickly add new channels to stay ahead of the competition.

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Increase customer satisfaction with digital-first omnichannel experiences

Revolutionize the agent experience with blended digital and voice interactions

Unify journey visibility with omnichannel reporting

Maximize channel flexibility across digital and voice

Streamline digital-first omnichannel routing and administration

CXone Interaction Channels—Your foundation for a true omnichannel experience

Digital-first omnichannel flexibility

Choose from over 30 digital and voice channels and flexibly deploy to all agents.

Add any channel quickly and seamlessly whenever needed
Reduce cost by paying only for what you use
Accelerate ROI with minimal upfront investment when adding new channels

Increase customer satisfaction

Provide the omnichannel journey your customers increasingly expect.

Offer seamless omnichannel across messaging and real-time voice/chat
Empower customers to choose their preferred channel to reach you
Enable customers to freely choose how they want to interact – in person, using a mobile app, a kiosk, or online presence
Empower agents to elevate interactions across channels to reduce the need for follow-ups

Optimize agent productivity

Increase agent productivity and satisfaction by giving them more control, more background and the ability to demonstrate interaction ownership in a familiar, consistent interface.

Enable agents to concurrently handle multiple interactions
Improve engagement and satisfaction by giving agents more control
Help agents to personalize interactions with immediate access to customer data, conversation history, and sentiment
Empower agents to decide which interactions to focus on first
Reduce training and ramp up time with a consistent agent interface

Create consistent journeys

Consolidate routing of any channel in Studio – a visual, intuitive design tool – to the right agents and profit from unified real-time and historical omnichannel reporting.

Reduce training needs for Administrators and Managers
Improve management productivity with unified configuration and administration across digital and voice channels
Reduce response times with real-time data access for quick intervention
Easily integrate with external data sources and systems using prebuilt components that allow extending routing flows with custom code
Better understand the customer journey with metrics for all channels

CXone Interaction Channels

Voice	Email	Web chat	Social media	Messaging	Social monitoring
Inbound Voice	Inbound Email	Advanced Chat	Facebook	Twitter Direct Messages	Google Play
Outbound Voice	Manual Outbound Email	Proactive Chat	LinkedIn	Facebook Messenger
Interactive Voice Response	Agentless Outbound Email	Video Chat	Twitter	Apple Business Chat
Callback		Automated Chat (Chat Bot)	Instagram	Inbound SMS
Voicemail		Co-Browsing	Telegram	Outbound SMS
			Line
			WhatsApp