Nice CXone, one of the more pleasantly named IT software providers around, is hooking up with Google Cloud, aiming to create more effective customer self-service systems that integrate with traditional contact centers.
Hoboken, New Jersey-based Nice announced last week that it is connecting its cloud-native, AI-powered CXone customer experience platform with Google Cloud Contact Center Artificial Intelligence (CCAI), a group of APIs that engage Google AI for contact-center use cases. The combination is designed to provide businesses with more efficient ways to engage and help customers navigate digital and voice touchpoints.
CX (customer experience) and UX (user experience) are all about reducing online friction so customers and potential customers don’t consider switching to another vendor. Nice CXone and Google AI endeavor to enhance CX and UX behind the scenes.