NICE CXone Expert

CXone Expert is a knowledge management tool that makes finding answers fast and simple for your customers and employees. You can use it as a standalone product (CXone Expert CX), or integrated into the CXone platform (CXone Expert EX). To buy and enable CXone Expert schedule a time to meet with a CXone Specialist.

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High-level features of CXone Expert include:

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.

High-level features of CXone Expert include:

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.

Key Facts about CXone Expert

  • CXone Expert articles appear within the top few Google search results.
  • CXone Expert uses natural language search. Users can enter partial words or even misspellings and still find what they need.
  • You can create a guided learning experience using the paths feature. You organize pages into the order you want users to see them in. You can embed paths as a hyperlink, a widget, or in guide.

Integrate CXone Expert

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:

  • Link CXone into a workspace in MAX for the business unit or for a team. The URL you supply is the link to your instance of CXone Expert.
  • Use default screenpops or a custom Studio script to configure screenpops with relevant articles that agents receive when they begin a new contact. CXone.
  • Expert supplies articles based on contact input data earlier in the interaction.
  • Link to CXone Expert in the Launch tool of MAX or Agent for Salesforce using the Indicate Studio action. If you want help setting up this script, contact your CXone Account Representative.
  • Use CXone Answers, an integration between CXone Expert and CXone Bot Builder, to create an agentless experience in Digital First Omnichannel.

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

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.

Better Self-service Experience

  • • Eliminate the frustration with today’s self-service experience: Deliver knowledge and
    convenience to customers on their preferred channels and devices. Turn bots into smart
    AI-based agents.
  • Deliver knowledge (or answers) on demand, in product, or at their fingertips allows customers to self-solve or self-diagnose before reaching out to an agent.

KEY BENEFITS

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.

KEY BENEFITS

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.

The true start of most journeys
Meet customers where they are.

  • Manage customer journeys where they really start and boost organic SEO: Accelerate indexing by search engines to serve up content quickly to customers in search.
  • Deliver the content customers need no matter where they are (company website, Internet search, etc.), or what device they’re using (mobile, desktop, etc.).
  • Let customers decide when, where, and how to get self service.

Frustration out, knowledge in
Any channel, always available.

  • Smart Knowledge Management self-service simplifies content for the contact center, making agents happy and customers happier. Structured content practices optimize site speed and performance for improved SEO ranking.
  • Global knowledge: Provide one source of truth for agents and customers on all of your sites, brands, locales, languages, and product lines.
  • Real-time capture and publishing: Create, manage, extend, and optimize knowledge that is immediately available to customers, agents and self-service bots.
  • Optimize high-value content across channels and devices: Identify content gaps, inform product improvements, and map your knowledge management objectives to important business
    outcomes.

When your agents shine,
your customer experience does too

Keep agents two steps ahead.

  • Reduce customer effort and frustration with well-equipped agents ready to assist your customers at the very first interaction. Customers don’t have to repeat their problem and agents have more information which results in faster case resolution.
  • Screen pops give agents the power to see what customers have searched for and seen prior to submitting a case, as well as suggested solutions.
  • Desktop integration: Extend your most important knowledge content right to the agents’ workspace:
  • Contextual search based on ticket information.
  • Customer context, including what they searched for and articles they’ve already viewed.
  • Articles that have helped solve similar cases in the past.

About NICE

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.

Want to Learn More?

CXone Expert is a knowledge management tool that makes finding answers fast and simple for your customers and employees.