Textel announced an expanded partnership with NICE CXone to bring its innovative texting services to NICE's international customers. By replacing the need for phone calls, Textel's advanced texting platform lets users worldwide increase revenue while dramatically reducing operational costs. Built seamlessly into NICE's CXone platform, Textel's integration lets users have flexible, two-way dialog with their customers via SMS and MMS. This lets customers communicate faster and more efficiently than on traditional channels (email, voice, chat).

With features like skills-based routing, agent-initiated and blast outbound capabilities, agentless textbots, Interactive Text Response (ITR), call deflection, and group texting functionality, agents can oversee multiple interactions simultaneously. And, with full transcript reporting and analytics, managers have the tools they need to coach agents. Textel was recently awarded the DEVone Application Certification.

The distinction assures NICE CXone customers that Textel's innovative cloud texting and MMS is a trusted solution that meets specific quality, performance, and security requirements upon technical integration. NICE's CXone platform takes a holistic approach to improve both agent and customer experiences, helping organizations of all sizes modernize and remain agile and resilient in today's increasingly digital landscape with omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence.