Omnichannel chat from IMImobile offers seamless agent channel navigation for CXone users

London – December 11, 2017– NICE inContact (Nasdaq:NICE) today announced that IMImobile has joined the DEVone development program to provide omnichannel chat on CXexchange, the most extensive technology ecosystem currently available in the customer experience market. Products available on the CXexchange marketplace are designed to integrate with NICE inContact CXone™, the world’s #1 cloud customer experience platform.

IMImobile’s omnichannel chat solution allows CXone users to instantly add additional messaging channels including SMS, Facebook Messenger, Twitter, In-App chat, Email, Skype for Business and WeChat for customer support to their existing NICE inContact interface.

NICE inContact customers will benefit from IMImobile’s digital chat and customer experience automation solutions by enabling:

• Easy integration of mobile and digital channels into the existing NICE inContact chat interface; agents can continue to use the same UI they are already trained on
• Orchestration between automated and agent assisted interactions to improve operational efficiencies and customer support experiences
• Artificial intelligence-powered chatbots to enable automation and orchestration of omnichannel customer journeys across contact centre systems and business processes

NICE inContact CXone empowers organisations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations. To meet the needs of organisations of all sizes, CXone combines best-in-class Omnichannel Routing, Workforce Optimisation, Analytics, Automation and Artificial Intelligence — all on an Open Cloud Foundation.

The need for contact centres to provide an omnichannel, digital customer experience is imperative within the current market, where consumers increasingly prefer to use digital messaging channels according to new research from IMImobile.

Jay Patel, CEO, IMImobile

“IMImobile is excited to partner with NICE inContact and join CXexchange marketplace. IMImobile’s digital chat solutions have proven to enable intelligent and proactive customer engagement while improving first contact resolution and reducing inbound call volumes.”

DEVone offers partners broad tools and resources to enable them to create new applications on CXone, including extensive documentation and support, and access to an online developer community. Companies interested in how IMImobile’s application works with CXone can visit CXexchange to learn more about the application and read reviews. CXexchange is a centralised, state-of-the-art marketplace for developers to market and sell their CXone-based applications.

“Today’s consumers seek a conversational chat-based interaction with companies according to our research,” said Paul Jarman, CEO of NICE inContact. “With IMImobile’s omnichannel chat on CXone, contact centre agents can easily navigate chat interactions across social, mobile and online channels. We welcome IMImobile as part of the CXexchange marketplace.”