NICE announced the Summer 2023 Release of CXone, which adds new capabilities, underpinned by Enlighten, that drive fluent interaction management from consumers to agents and the business. CXone is the cloud CX platform that encompasses the entire CX journey and supports the complete CX ecosystem. As organizations continue to adopt the cloud, this release further advances them beyond the traditional contact center by allowing for easier integrations of third-party applications and more unified supervisor and agent experiences.

NICE has continued to expand its open cloud foundation with the creation of an all-new Integration Hub. This secure, consolidated, and low-code/no-code interface allows businesses to seamlessly plug in their third-party applications that make up their CX application stack. With enhanced visibility across all touchpoints and monitoring capabilities for all supervisors' agents and channels including digital channels, supervisors are empowered to make agile and informed decisions in real-time and drive more exceptional customer experience.

Enlighten also enables supervisors to monitor and report Sales Effectiveness scores, allowing supervisors to view performance scores in real-time for sales-focused agents and intervene to ensure optimal outcomes. With this release, NICE is also unveiling CXone PM Application Analytics, which identifies opportunities for operation optimization and employee performance improvement. The solution enables both agents and supervisors to gain critical insights and make data-driven decisions that enhance their team's efficiency and productivity.

CXone ACD/IVR is also now generally available on Microsoft Azure, making CXone the leading provider in the market with multi-cloud capabilities. NICE first announced this partnership in Summer 2022. It is now live.

This gives organizations the flexibility to choose the cloud environment that best meets their needs.