KDE Technology
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The World's #1 Customer Experience Platform

Create extraordinary and frictionless experiences for customers and employees alike.

About NICE

NICE is a worldwide leader in AI-powered cloud customer experience (CX) software. Their solutions empower organizations to transform their customer and employee interactions, ensuring exceptional service, operational excellence, and compliance. By analyzing data and applying intelligence, NICE helps businesses understand their customers better and act on that knowledge in real time.

Core Platforms & Solutions

NICE CXone: The Complete Cloud CX Platform

CXone is the industry's only truly unified, AI-native cloud platform for customer experience. It brings together every channel, process, and workforce tool into one seamless suite, allowing you to manage the entire customer journey from a single interface.

Key Features:
  • Omnichannel Routing: Intelligently connect customers on over 30 digital and voice channels, including IVR, chat, email, and social media.
  • Unified Communications (UCaaS): Integrated collaboration tools for your entire organization.
  • Journey Orchestration: Proactively guide customers on their ideal path across self-service and agent-assisted touchpoints.
  • Comprehensive Analytics: Gain a 360-degree view of performance, quality, and customer sentiment.
Benefits:
  • Deliver consistent, low-effort customer experiences.
  • Increase agent efficiency and job satisfaction.
  • Scale your operations globally with unmatched reliability.
  • Make smarter, data-driven decisions for your business.

Enlighten AI: The Brain of Customer Experience

Enlighten AI is purpose-built for CX and trained on billions of real-world customer interactions. It's not a separate product but the core intelligence engine embedded within the CXone platform, automating tasks and revealing deep insights.

Key Features:
  • AI-Powered Routing: Match customers with the ideal agent based on personality, communication style, and experience.
  • Real-Time Agent Coaching: Provide live guidance and automated support to agents during interactions.
  • Interaction Analytics: Automatically analyze sentiment, behavior, and emerging trends from 100% of conversations.
  • Automated Quality Management: Let AI identify key coaching moments, saving supervisors hours of work.
Benefits:
  • Create hyper-personalized, empathetic customer journeys.
  • Understand the root cause of customer frustration or delight.
  • Drastically improve agent performance and ramp-up time.
  • Boost First Contact Resolution and Customer Satisfaction scores.

Workforce Engagement Management (WEM)

Empower your employees to provide the best possible service with the industry's leading suite of WEM tools. From scheduling and forecasting to quality management and performance coaching, NICE WEM ensures your team is engaged and effective.

Key Features:
  • Workforce Management (WFM): AI-driven forecasting and scheduling to optimize staffing levels.
  • Quality Management (QM): Record, evaluate, and analyze interactions to ensure service quality.
  • Performance Management: Motivate agents with personalized dashboards, scorecards, and gamification.
  • Employee Feedback: Capture the voice of your employees to improve their experience.
Benefits:
  • Lower costs by eliminating overstaffing and overtime.
  • Improve agent retention and reduce attrition.
  • Ensure regulatory compliance in all interactions.
  • Create a culture of continuous improvement.

Ready to Create Frictionless Experiences?

Contact KDE Technology to discover how NICE's industry-leading platforms can revolutionize your business.

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