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NICE CXone Real-Time Interaction Guidance for Salesforce

By NICE CXone

Drive customer satisfaction on every call with real-time agent guidance

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Paid Add-On Required  

Payment required for external services or products

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Industries
Financial Services
Government
Professional Services
Business Need
Agent Productivity
Requires
Sales Cloud
Service Cloud
Marketing Cloud Engagement
Government Cloud
Compatible With
Sales Cloud
Service Cloud
Marketing Cloud Engagement

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

Compatibility

Requires
This solution requires these products in order to work. Before you implement the solution, check that you have these products.
Sales Cloud
Service Cloud
Marketing Cloud Engagement
Government Cloud
Compatible With
This solution is tested to work with and extends the value of these products, but doesn't require them.
Sales Cloud
Service Cloud
Marketing Cloud Engagement
Salesforce Editions
Enterprise
Essentials
Additional Requirements
NICE CXone Agent for Salesforce user license

App Details

Version
CXone Agent Components/Summer 24 24.2.0
Listed On
07/15/2022
Latest Release
06/04/2024
Supported Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Managed Package
Package Contents
If this app is a managed package, the custom apps, tabs, and objects that it contains don't count against your Salesforce allocations. If this app is not a managed package, allocations apply. Learn More in Help
Custom Objects: 1
Custom Tabs: 0
Custom Apps: 0
Lightning Components
Global: 1
App Builder: 0
Community Builder: 0
Languages
English

Security

This solution is a Non-SFDC Application as defined in Salesforce’s Main Services Agreement. Notwithstanding these Security Requirements or any security review of a Partner Application, Salesforce makes no guarantees about the quality or security of this solution. You’re responsible for evaluating this solution’s quality, security, and functionality.
Last Reviewed Version
The most recent solution version that underwent the AppExchange Security Review. Undergoing the Security Review doesn't guarantee a solution’s security.
0.3.0
Last Reviewed Date
The most recent date that this solution underwent the AppExchange Security Review. Undergoing the Security Review doesn’t guarantee a solution’s security.
07/14/2022

Additional Details

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.

Need help?

NICE CXone

Salt Lake City, Utah

Support Phone1.866.965.7227
Other ResourcesEmailTerms & Conditions