NICE Launches New Solution to Optimize Digital-First Customer Experience

NICE has launched FluenCX to provide a customer experience that extends beyond the contact center. The integrated suite of digital CX solutions harness artificial intelligence (AI) to understand customer data and build a relationship with a customer brand. FluenCX targets areas for conversational AI and automation. It then matches the appropriate solutions — self-service or human to fit those outcomes.

Barry Cooper is president, CX division, at NICE.

NICE’s Barry Cooper

“FluenCX takes customer experience to the next level by delivering the best digital self-service and conversational AI experiences for any brand and is an integral part of CXi (customer experience interaction),” Cooper said. “By prioritizing the customer’s expectation for digital fluency, fueled by data, brands can seamlessly identify the best opportunities to improve automation and plug service gaps. This propels customer experience beyond the contact center and reinforces the value and flexibility of a single, cloud-native platform to reduce costs while increasing customer satisfaction.”

Addressing Pain Points

The FluenCX suite of solutions enables proactive self-service for a customer. This helps brands get smarter with every interaction. This data-first approach to matching solutions to the most pressing pain points is the core of FluenCX’s efficacy. The process targets the most impactful and important use cases. This saves brands time, effort and money while increasing customer satisfaction and loyalty, the company said.

Ventana’s Keith Dawson

Keith Dawson is vice president and research director at Ventana Research.

“FluenCX shows NICE’s commitment to delivering on the CXi story,” Dawson said. “This family of solutions provides tangible and immediate benefits to any digital CX or self-service pains. FluenCX demonstrates how these solutions both save companies money while also improving customer satisfaction which makes NICE stand out in the market.”