Content management
Lets you write, organize, tag, permission, and link your content.
User management
Lets you handle your users and their groups.
Reporting and analytics
Tracks and analyzes your usage data so you know which articles have the most views and which articles need work.
When your content is ready for use, you must create touchpoints for the information. For customers, you can enable access in different channels they use, including CRMs, in-product help, identity providers, forums, case submission forms, ecommerce, chat bots, software, and so on. For agents, you can enable access in MAX workspace and in screenpops.
Content management
Lets you write, organize, tag, permission, and link your content.
User management
Lets you handle your users and their groups.
Reporting and analytics
Tracks and analyzes your usage data so you know which articles have the most views and which articles need work.
When your content is ready for use, you must create touchpoints for the information. For customers, you can enable access in different channels they use, including CRMs, in-product help, identity providers, forums, case submission forms, ecommerce, chat bots, software, and so on. For agents, you can enable access in MAX workspace and in screenpops.
CXone Expert integrates into MAX and Agent for Salesforce. It can also integrate with Digital First Omnichannel. To set this up, first contact your CXone Account Representative to buy and set up CXone Expert if you haven't already done so. Once you have CXone Expert, you can:
Important
CXone Bot Builder is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
NICE CXone Expert is smart knowledge management that meets consumers at their point of need and makes the right self-service answers easy to find. As part of the CXone cloud native platform, Expert optimizes your organization’s content to improve the customer journey with effortless self-service, starting at Internet search and extending across web pages, bots, and digital channels.
Empower your customers with the most relevant content for self-service success and faster, more accurate agent-assisted answers without need for transfers and call-backs. Boost your brand engagement with the power of Expert knowledge for unrivaled experiences that make every customer journey a success.
Boost self-service success rates
Engage customers with relevant product and Boost self-service success rates: Engage service knowledge—right from their search bar.
Improve first contact resolution rates
Know more about what the customer has been
searching for prior to even talking to them.
Reduce costs through ticket deflection
It’s lower-cost, low-effort support that
empowers customers to become product experts in their own time.
Improve CX and reduce customer effort
With a branded self-service experience.
Boost self-service success rates
Engage customers with relevant product and Boost self-service success rates: Engage service knowledge—right from their search bar.
Improve first contact resolution rates
Know more about what the customer has been
searching for prior to even talking to them.
Reduce costs through ticket deflection
It’s lower-cost, low-effort support that
empowers customers to become product experts in their own time.
Improve CX and reduce customer effort
With a branded self-service experience.
With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction.
CXone Expert is a knowledge management tool that makes finding answers fast and simple for your customers and employees.
©2021 Clariti. All rights reserved. Privacy Policy