Business Insider: Nice inContact Transforms Omnichannel Digital Customer Care With the Addition of Brand Embassy Application on CXexchange

Brand Embassy’s application will help NICE inContact customers extend their digital customer care by unifying digital channels under one scalable platform, including over 40 social channels, as well as video chat for live support and sales, sentiment analysis, and Chat Builder technology with artificial intelligence.

NICE inContact CXone empowers organizations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations. To meet the needs of organizations of all sizes, CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence—all on an Open Cloud Foundation.

NICE inContact customers will benefit from Brand Embassy’s SaaS platform for customer care via digital channels by enabling:

• Video Chat with real-time customer engagement and personalized service
• The power of AI to accelerate delivery of self-service options with a Chatbot Builder
• Sentiment analysis that tracks brand sentiment across all social channels
• Streamlined digital customer care processes with multiple social channels in a unified platform
• Extremely fast implementation with cloud-based software, requiring minimal implementation services

By integrating these digital solutions, Brand Embassy can also help NICE inContact CXone users achieve higher CSAT and better customer experiences with extended coverage for customers across these digital channels.

“Brand Embassy is excited for this partnership with NICE inContact and being part of CXexchange,” said Vit Horky, co-founder and CEO of Brand Embassy. “Today’s customers increasingly expect companies to provide customer care via digital channels and they do not want to be limited as to what channel they can use. At the same time, companies need to execute their digital transformation of contact centers in order to protect and grow their revenues. Social media, messengers and bots are changing the industry. We are here to help NICE inContact customers get a robust digital customer care solution, integrated with CXone.”

DEVone offers partners broad tools and resources to enable them to create new applications on CXone, including extensive documentation and support, and access to an online developer community. Companies interested in how Brand Embassy Digital Customer Care platform works with CXone can visit CXexchange to learn more about the application and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their CXone-based applications.

“NICE inContact is on the forefront of digital transformation in the contact center,” said Paul Jarman, CEO of inContact. “CXone enhanced with Brand Embassy Digital Customer Care gives CXone users additional customization options across digital channels in their contact center technology. We are excited to welcome Brand Embassy to CXexchange.”

Source: Business Insider