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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

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  • 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 Services
Government
Professional Services
Personas
Consultant
Sales Representative / Manager
Service Agent / Supervisor
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

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