NICE inContact CXone Spring 2019 Release Adds End-to-End Artificial Intelligence (AI) Capabilities

NICE inContact, a NICE business, this week announced the Spring 2019 release of NICE inContact CXone, which adds multiple AI-powered updates across the contact center for smarter customer and agent engagement, plus enhanced depth and breadth of CRM integrations. CXone new AI capabilities span the entire customer and agent experience from: new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detect root cause issues of customer frustration. CXone now provides additional depth and breadth of CRM integrations for delivering a more personalized customer experience, including deeper Salesforce integration and new and enhanced pre-built integrations to other leading CRM applications.
“Our latest AI innovations help companies stay one step ahead of customer expectations in the increasingly competitive experience economy. Organizations of all sizes can now leverage new and innovative AI capabilities across the unified NICE inContact CXone cloud customer experience platform to deliver better, more engaging customer and agent experiences,” said Paul Jarman, CEO NICE inContact. “The NICE inContact CXone Spring 2019 Release demonstrates our dedication to continuous delivery of the latest innovations, like comprehensive AI capabilities and CRM integrations, that help our customers achieve their business goals.”
New End-to-End AI Capabilities Power Smarter Engagement
CXone end-to-end AI capabilities enable organizations of all sizes to predict and act on AI-powered insights to delight customers, engage employees, and significantly improve agent productivity.
New CXone AI capabilities that span the end-to-end customer and agent experience include:
- NICE inContact Advanced Chat for CXone: Makes introducing automation and AI into the contact center environment faster and easier, while streamlining service delivery. New integrated chatbot enables organizations to configure and deploy bots to perform common tasks, while offering easy options to transparently elevate to an agent-assisted chat as needed. Customers can add AI services such as Natural Language Understanding Classification and Sentiment Analysis, Natural Language Processing Entity Identification, Language Recognition, Sentence Similarity and more. This new embedded chatbot is in addition to the more than 20 AI-powered voice and chatbot partner integrations that easily integrate with CXone and are available on the CXexchange marketplace.
- NICE Nexidia Predictive Behavior Routing (PBR) for CXone: Connects customers with the best available agent for his or her personality, communication preferences and behavioral characteristics, powering more productive and positive conversations and call outcomes, and better customer and agent experiences. PBR leads to improved business results using advanced algorithms that adapt the best agent match depending on the top business goal identified by contact center leaders, such as Average Handle Time, Customer Effort Time, Customer Satisfaction, Net Promoter Score®, First Contact Resolution, Sales Effectiveness, and Customer Retention.
- AI-powered WFM Forecasting: Takes the guesswork out of workforce management forecasting with AI-powered selection of best algorithms for each forecasting scenario. Saves time with a “best pick” option that takes into account more than 45 patented algorithms, seasonality patterns and trends to smooth out anomalies in scheduling.
- AI-driven Interaction Analytics and Insights: Drives smarter decisions, to improve customer satisfaction, with AI-driven interaction analytics that identify sources of customer frustration and unresolved issues. Patent-pending Frustration Detection goes beyond detecting negative sentiment and identifies what issues and agents contribute to customer frustration, helping businesses focus on and take corrective action in areas that negatively impact customer satisfaction. Unresolved Issue Detection identifies contact types and agents that contribute to multiple interactions.
New Depth and Breadth of CRM Integrations Enhance Personalized Customer Experiences
The CXone Spring 2019 release includes additional depth and breadth of pre-built CRM integrations to help deliver personalized and contextual customer experiences. Deeper Salesforce integration offers Salesforce customers additional options and other new and enhanced CRM integrations coming soon will deliver a breadth of options for large and small organizations globally.
- CXone Routing for Salesforce Digital Channels and New Packages for Salesforce: adds a global carrier-grade voice channel to Salesforce digital customer interaction channels, in addition to an intelligent routing engine. Adding CXone intelligent routing for digital channels can improve the customer experience through skills-based routing that combines agent proficiency with customer attributes from Salesforce to find the best customer service agent for each interaction – allowing faster resolution of customer requests, fewer transfers between agents, and options to provide higher levels of service to premium customers. Agents continue to handle digital channels from within their familiar Salesforce interface, and now with CXone agents will benefit by servicing customer requests they have the skills and proficiency to quickly and successfully resolve.
In addition, new CXone Packages for Salesforce extend the Salesforce Lightning Service Console with integrated workforce management, quality management, interaction analytics, and customer feedback applications. - New and Enhanced Pre-built CRM Integrations: will deliver a breadth of pre-built options for integrating popular CRM applications with CXone to deliver a personalized customer experience and improve agent productivity. Each CRM integration will provide a unified desktop option between CXone real-time interaction handling and customer profile and case management from the CRM, as well as bi-directional data synchronization. New and enhanced integrations include: Oracle Service Cloud, Microsoft Dynamics, ServiceNow, Zendesk, SugarCRM, NetSuite, SAP, and BullHorn.
Salesforce, Lightning and others are among the trademarks of salesforce.com, inc.
Source: niceincontact
Industry: Unified communication news

Latest Jobs
-
- Account Manager - IT Services
- Germany
- €90000 plus OTE and Car
-
Are you a deal closer with a hunter mindset? Do you know how to uncover business pain points, and turn them into long-term digital transformation partnerships? Our Client are growing their sales force across Germany and looking for an ambitious, straight-talking Account Manager to take the lead on new client acquisition. You’ll focus on mid-sized to large enterprises across Germany helping to shape their digital future with tailored IT solutions in Workplace, Cloud, and Security. • Drive Growth: Own the full sales cycle for new business across your region. • Solution Sell: Build bespoke offers in Security, Digital Workplace and Cloud solutions • Build Relationships: Establish a solid pipeline through smart prospecting, marketing-driven leads, and your own network. • Represent a brand known for trust, delivery, and tech excellence—with 4,000 employees globally and a growing team within Germany. What You Bring • Proven new logo sales experience in the IT services space (not hardware!) • Deep knowledge in one or more of: Cybersecurity, Digital Workplace, or Cloud • Confidence to lead enterprise deals and pitch directly to senior stakeholders • Fluent German and good English skills Sind Sie ein Abschlussprofi mit Hunter-Mentalität? Wissen Sie, wie man geschäftliche Pain Points identifiziert und in langfristige Partnerschaften zur digitalen Transformation verwandelt? Unser Kunde baut derzeit sein Vertriebsteam in ganz Deutschland aus und sucht eine ambitionierte, ehrliche Persönlichkeit als Account Manager, die den Lead bei der Neukundengewinnung übernimmt. Ihr Fokus liegt auf mittelständischen bis großen Unternehmen in Deutschland, denen Sie mit maßgeschneiderten IT-Lösungen in den Bereichen Workplace, Cloud und Security den Weg in die digitale Zukunft ebnen. Ihre Aufgaben • Wachstum vorantreiben: Verantwortung für den gesamten Vertriebszyklus im Neugeschäft Ihrer Region. • Lösungsorientierter Vertrieb: Entwicklung individueller Angebote in den Bereichen Security, Digital Workplace und Cloud-Lösungen. • Beziehungen aufbauen: Aufbau einer stabilen Pipeline durch gezielte Ansprache, marketinggenerierte Leads und Ihr eigenes Netzwerk. • Marke repräsentieren: Werden Sie Teil eines Unternehmens mit 4.000 Mitarbeitenden weltweit und einem stark wachsenden Team in Deutschland – bekannt für Vertrauen, Verlässlichkeit und technologische Exzellenz. Was Sie mitbringen • Nachgewiesene Erfahrung in der Neukundenakquise im Bereich IT-Services (kein Hardwarevertrieb!) • Fundiertes Wissen in mindestens einem der Bereiche: Cybersecurity, Digital Workplace oder Cloud • Selbstbewusstes Auftreten im Umgang mit Enterprise-Deals und Entscheidungsträgern auf Top-Level • Verhandlungssichere Deutschkenntnisse und gute Englischkenntnisse
-
- Senior SOC Analyst Level 3. Microsoft Security stack | Ability to achieve SC Clearance
- London
- To attract the right person
-
Job Title: Senior SOC Analyst Level 3. Microsoft Security stack | Ability to achieve SC Clearance Location: Hybrid remote | London / Berkshire Overview: Senior SOC Analyst Level 3 to join a specialist Managed Security Services business. You will be responsible for advanced threat hunting / triage, incident response etc with a strong focus on the Microsoft Security Stack. Key Responsibilities: Lead and resolve complex security incidents / escalations Conduct advanced threat hunting using the Microsoft Security Stack. Build, optimise and maintain workbooks, rules, analytics etc. Correlate data across Microsoft 365 Defender, Azure Defender and Sentinel. Perform root cause analysis and post-incident reporting. Aid in mentoring and upskilling Level 1 and 2 SOC analysts. Required Skills & Experience: The ability to achieve UK Security Clearance (SC) – existing clearance ideal. (Sorry no visa applications) Current experience working with a SOC environment Microsoft Sentinel: Development and tuning of custom analytic rules. Workbook creation and dashboarding. Automation using Playbooks and SOAR integration. Kusto Query Language (KQL): Writing complex, efficient queries for advanced threat hunting and detection. Correlating data across key tables (e.g., SignInLogs, SecurityEvent, OfficeActivity, DeviceEvents). Developing custom detection rules, optimising performance, and reducing false positives. Supporting Sentinel Workbooks, Alerts, and Playbooks through advanced KQL use. Deep understanding of incident response, threat intelligence and adversary techniques (MITRE ATT&CK framework). Strong knowledge of cloud and hybrid security, particularly within Azure. Additional Requirements: Must hold or be eligible to achieve a minimum of Security Clearance (SC) level. Nice to have certifications (e.g., SC-200, AZ-500, GIAC) are desirable. Strong problem-solving and analytical skills. Excellent communication for clear documentation and team collaboration. Please follow Wheaton’s Law.
-
- New Business Sales Hunter | Cyber Security (UK Based)
- London
- To attract the right person
-
New Business Sales Hunter needed | Cybersecurity (UK Based) Are you looking for uncapped commission, a fun and sociable team that drives success with no politics? If so...You must Be UK based - and able to achieve UK SC clearance. (sorry no visas) Have a demonstrable history of sales success in Cyber Security Follow Weatons law. The role: Seeking a proven New Business Sales Hunter to join an established, successful and expanding cyber security firm. New business focused - £1m GP year one target (ramped). Sell a blend of security services & professional services. Ideal experience selling some or all of the following Cyber strategy & risk management Managed detection & response (MDR) Penetration testing Compliance & audit support You: Strong cybersecurity/IT services sales track record. Confident selling into mid-market & enterprise. UK based - London commutable 1x per week. Hunter mindset, full sales cycle ownership. Don't just send an email to apply give me a call on 07884666351
-
- CyberArk Architect
- London
- Upto £110,000 plus bonus and benefits
-
Are you ready to lead from the front and drive innovation in the Identity & Access Management (IAM) space? We’re looking for a seasoned CyberArk Architect who has CDE-CPC ideally or experience with privilege Cloud, someone who can lead with vision, execute with precision, and inspire teams to deliver excellence. As a key leader in our organisation, you’ll bring your strong business acumen and a technology-focused, innovative mindset to the table. You’ll be driving strategic initiatives, shaping transformation programs, and empowering teams to think big and deliver even bigger. Acting as a subject matter expert in CyberArk Leading strategic transformations in: Identity Governance Privileged Access Management (PAM) Access Management Customer Identity and Access Management (CIAM) Building and maintaining strong, collaborative relationships within the team Communicating clearly and confidently — both written and verbal — to deliver updates, raise potential issues, and share insights If you are interested in the above position we are looking for people with: deep expertise and a successful track record in IAM strategy, delivery, or assurance with CyberArk Hold relevant certifications such as CDE in Privileged Cloud or Guardian Have experience in a client-facing role (preferred, but not essential) Thrive in a hybrid working environment and are available to work from our or client London office three days a week Lead with clarity, communicate with impact, and adapt quickly to changing priorities