NICE CXone Real-Time Interaction Guidance for Salesforce

Contact center agents typically receive feedback on their performance after an interaction has already happened. CXone Real-Time Interaction Guidance uses NICE Enlighten AI to advise agents on critical behaviors scientifically proven to boost customer satisfaction.

Now you can give your agents access to this guidance directly within their Salesforce desktop, with this new add-on to CXone Agent for Salesforce.

Boost CX, one contact at a time: Keep customers engaged and happy by guiding agents on key elements of the conversation to improve the experience.

Power satisfaction soft skills: Remind agents to build rapport and encourage active listening based on AI models that understand customer cues (no matter the industry).

Give unbiased guidance, just in time: Guide agents with immediate feedback with integrated, easy-to-understand prompts and specific recommendations to steer the conversation while it’s happening.