The partnership will deliver NICE InContact CXone, a native cloud contact center platform, and USU Knowledge Management to thousands of customer service organizations across the globe.
USU’s knowledge management platform is unique in the market, offering decision trees, artificial intelligence, self-service, chatbots, social media integration, and more, enabling contact center agents to find accurate information quickly. This platform helps companies maximize productivity, reduce workload and offer timely and consistent support in every channel while boosting key performance indicators.
As organizations accelerate their digitalization efforts due to COVID-19, USU Knowledge Management enables customer service departments to create, manage and deliver support information to multiple channels from a single source. The new seamless integration with NICE InContact CXone provides a solution for companies across the globe to reduce costs, increase automation, and improve both the agent and customer experience while coping with the challenges posed by the ongoing pandemic.