NICE CXone Real-Time Interaction Guidance for Salesforce
Drive customer satisfaction on every call with real-time agent guidance
Overview
Give agents access to CXone Real-Time Interaction Guidance without leaving Salesforce. Using NICE Enlighten AI, this added component to CXone Agent for Salesforce advises agents on critical behaviors scientifically proven to boost customer satisfaction
Boost satisfaction in real-time: Advise agents on the most critical behaviors proven to improve customer sentiment-including showing empathy & building rapport.
Power soft-skills proven to drive satisfaction. Use pre-configured, concise guidance to help every agent proactively self-correct poor habits that may creep in at time of service.
Provide agents with a trusted advisor on every call. Empower all agents to be their best on each & every call, no matter where they are.
Contact center agents typically receive feedback on their performance after an interaction has already happened. CXone Real-Time Interaction Guidance uses NICE Enlighten AI to advise agents on critical behaviors scientifically proven to boost customer satisfaction. Now you can give your agents access to this guidance directly within their Salesforce desktop, with this new add-on to CXone Agent for Salesforce. Boost CX, one contact at a time: Keep customers engaged and happy by guiding agents on key elements of the conversation to improve the experience. Power satisfaction soft skills: Remind agents to build rapport and encourage active listening based on AI models that understand customer cues (no matter the industry). Give unbiased guidance, just in time: Guide agents with immediate feedback with integrated, easy-to-understand prompts and specific recommendations to steer the conversation while it’s happening.
Categories
- Business Needs
- Agent Productivity
- Industries
- Financial ServicesGovernmentProfessional Services
- Personas
- ConsultantSales Representative / ManagerService Agent / Supervisor
- FeaturesNo LimitsThis product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in HelpLightning ReadyOptimized for Salesforce orgs that use Lightning Ready.Managed PackageThis product is installed in your Salesforce org as a managed package and receives automatic upgrades.
- No LimitsLightning ReadyManaged Package
Compatibility
- Required Salesforce ProductsThis solution requires these products in order to work. Before you implement the solution, check that you have these products.
- Sales CloudService CloudMarketing Cloud EngagementGovernment Cloud
- Compatible Salesforce ProductsThis solution is tested to work with and extends the value of these products, but doesn't require them.
- Sales CloudService CloudMarketing Cloud Engagement
- Salesforce Editions
- EnterpriseEssentials
- Supported Languages
- English