NICE inContact, a separate division of NICE, is the cloud contact center software leader, with the world’s No. 1 cloud customer experience platform. NICE inContact CXone™ is the first and only platform unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence—all built on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations.
Market Focus: NICE inContact helps organizations of all sizes by empowering customer service teams to move faster and work smarter. By equipping contact centers with the unified tools and insights they need to win every interaction across the customer journey, organizations can now be the first choice of customers, the first to innovate in their industry, and the first choice employer of outstanding agents.
What’s New: NICE inContact is focused on bringing together the existing InContact cloud products and platform (formerly known as Customer Interaction Cloud), with newly built cloud workforce optimization (WFO) applications from NICE and analytics from Nexidia to enable enterprises to innovate faster and better serve customers. They are using Ribbon’s SBCs in both access and SIP peering scenarios to protect and ensure reliability of their communication services.
Why They Chose Ribbon: Ribbon has been focused on NICE-inContact’s success by delivering on a robust roadmap and by partnering with NICE-inContact leaders to deliver an end-to-end hosted contact center solution.
Why They Chose Ribbon’s SBCs: Ribbon’s SBCs delivered a compelling SIP connectivity solution which helped NICE-inContact reduce their overall customer and peering connectivity cost model by moving to SIP.
Business Case / Deployment Benefits: As customers and peering partners are increasingly moving to SIP-based communication services, NICE-inContact is well positioned to meet that need in their core and at the customer premises. Ribbon SBCs enables NICE-inContact to continue to use the features they are familiar with while adding new security, session management and interoperability services.
Customer Benefits: Ribbon SBC customers gain full multimedia SBC support for audio, video and collaboration with advanced security, priority, identity and service quality capabilities – without compromising performance or scale
With leading certified SIP interoperability and security among the industry’s leading solutions, including multi-vendor IP-PBX interoperation, Ribbon SBCs offer full protection from attack and theft of service; delivers high performance even during DoS attacks.