NICE Teams with Google Cloud for CXone Integration

Customer experience solutions company NICE recently announced a new partnership with Google (News - Alert) Cloud to integrate the CXone customer experience platform with Google Cloud Contact Center Artificial Intelligence (CCAI) APIs. Through this collaboration, customers with traditional contact centers gain the ability to take advantage of highly advanced CX tools to offer greater customer satisfaction.

Human-aided customer service is not out of fashion, but customers are becoming increasingly interested in self-service features as a matter of convenience. In fact, a recent study by NICE discovered 84% of respondents stated they are more willing to do business with companies offering self-service options.

By offering the NICE CXone platform through Google Cloud CCAI, businesses can take advantage of chatbots, virtual assistants, and other AI-supported solutions to provide customers with the self-service features they demand. Businesses will also benefit from the low-code design of the NICE CXone platform, offering a simple deployment process with minimal technical requirements.

“As AI-powered virtual assistants continue to become a more crucial part of the customer service mix, contact centers want flexibility and choice in deploying conversational AI bots,” said Paul Jarman, NICE CXone CEO. “Our collaboration with Google Cloud illustrates our commitment to innovation and integration with leading providers. We’re proud to provide contact centers with the freedom to adopt AI easily and quickly and drive next-gen, digitally fluent customer experiences.”

Edited by Maurice Nagle