Delivering customer experience (CX) excellence today relies largely on properly integrated solutions so agents have a full picture of the customer relationship (without the need to switch back and forth between screens). One way to accomplish this is through integration between the telephony solution, non-telephony communications channels and workforce collaboration tools.
Thus, CX solutions provider NICE recently announced 1CX, the company’s new unified communications-as-a-service (UCaaS) solution designed for rapid implementation and fast return on investment due to its low cost: $5 per user per month.
Together with NICE’s CXone platform, 1CX was designed to provide an all-in-one cloud communications solution that eliminates complexity, improves productivity and elevates conversations, according to the company. The new offering aims to deliver a full-featured omnichannel cloud PBX (News - Alert) and workforce collaboration tools across all devices and channels.
Simply put, 1CX enables organizations to connect their workforce, delivering full-service voice, messaging and video collaboration, including live chat, SMS/MMS, and audio and video conferencing with standard customer relationship management (CRM) integration. All-in-one telco, UCaaS and CCaaS eliminate the friction of moving from screen to screen or downloading extra applications. 1CX delivers a software-based, open standard cloud PBX, integrated softphones and clientless web conferencing. Both hard phone and softphone capabilities are supported, and existing phone numbers can be ported or new ones created.
“1CX is the communications solution of the future,” said Barry Cooper, President of the CX Division for NICE. “By bringing NICE’s leading CCaaS offerings together with UCaaS, we are making communications across an organization effortless and efficient. 1CX is the next generation, professional-grade UCaaS and CCaaS combination that is required for organizations to be able to manage the complexity of the digital era both for customer and internal facing communications.”
NICE CX is already available throughout the United States with multiple customers already live. 1CX will be made available to selected territories outside of the USA in the coming months, according to NICE.
Edited by
Alex Passett
