NiCE

Founded by Barak Eilam in 1986

Automate customer service interactions across voice and digital channels

Cost

Demo

Rating

★ Mixed Reviews

Time to value

Requires Expertise

You can use NiCE to run customer service operations across voice and digital channels using AI agents. It lets you automate self-service interactions, route customer conversations, manage agent workloads, and analyze call recordings. You can set up AI-driven workflows, monitor agent performance in real time, and handle outbound engagement campaigns. It also includes workforce scheduling, quality management, and knowledge management tools for contact centers.

What NiCE does

Set up AI-powered IVR flows that resolve customer issues without agent involvementCreate automated outbound call or SMS campaigns for proactive customer outreachSchedule agents across shifts based on predicted call volumeMonitor live agent conversations and flag calls that need supervisor attentionGenerate reports on average handle time, first-call resolution, and customer satisfaction scoresAutomatically transcribe and tag recorded calls by topic or sentimentBuild routing rules that match customers to agents based on history or issue typeConfigure AI copilot to suggest next-best actions to agents during callsAI agents handle customer self-service on voice and digital channels without human agentsReal-time guidance shows agents suggested responses during live callsWorkforce scheduling tool forecasts staffing needs and builds agent schedulesInteraction analytics transcribes and analyzes 100% of calls automaticallyOmnichannel routing sends customers to the right agent based on skills and contextQuality management scores agent interactions automatically using AIKnowledge management gives agents instant access to relevant articles during conversationsOutbound engagement campaigns send proactive notifications to customers via multiple channels