NICE CXone Expert
Smart knowledge management for self-service and agents, meeting customers on any device.
Executive Summary
NICE CXone Expert is a cloud-native customer service Knowledge Management solution designed to meet customers on any device. It functions as smart knowledge management, ensuring that consumers can easily find the right self-service answers precisely at their point of need. The solution unifies content required by customers into a single self-service experience, which is also extended to agents and across any preferred communication channel. It simplifies the creation, categorization, and publishing process of content through a Guided Content Framework, establishing a logical site structure. This empowers organizations to improve the customer experience, add value to their bottom line, and provide enterprise-class protection, as demonstrated by customers like Proofpoint and Netsmart.
Use Cases
- Empowering customer self-service with easy-to-find answers
- Providing agents with a unified knowledge base for faster resolutions
- Streamlining content creation, categorization, and publishing workflows
- Delivering consistent knowledge across all customer touchpoints and devices
- Improving overall customer experience and operational efficiency
Features
Visibility
- Unified Self-Service Experience: Unifies content into one self-service experience extended to customers and agents across any preferred channel.
- Guided Content Framework: Simplifies the creation, categorization, and publishing process of knowledge articles with a logical site structure.
Intelligence
- Smart Knowledge Management: Ensures the right self-service answers are easy to find for consumers at their point of need.
- Intelligent Search & Retrieval: Leverages advanced capabilities to quickly surface relevant information for both customers and agents.
Support
- Agent Knowledge Base: Provides agents with quick access to accurate information to improve resolution times and consistency.
- Multi-Channel Delivery: Delivers knowledge content seamlessly across various customer touchpoints, including web, mobile, and messaging.
Technical Specifications
- Architecture
- Cloud-native, microservices-based architecture
- Deployment
- SaaS
- API Available
- Yes
Security & Compliance
Certifications: FedRAMP, GDPR
Encryption: Data encryption at rest and in transit
Pricing
- Starting Price
- Contact sales
- Target Customer
- Enterprise,Mid-Market
About NICE
NICE is a global technology company specializing in AI-driven enterprise software solutions. It is a worldwide leader in AI-powered contact center software, offering cloud-based customer experience platforms like CXone, and workforce optimization tools. NICE also provides solutions for financial crime prevention and compliance.
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