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What do we mean when we talk about AI in the contact center? Typically, improving customer experience (CX) is what comes to mind.

In today's fast-paced digital landscape, contact centers face growing challenges that range from diverse digital channels to evolving agent skill requirements and the rise of hybrid work environments.

Envision an Olympic gymnast poised on the balance beam, every eye in the arena focused on her as she prepares to execute her next move—striking a delicate balance between grace and precision.

Who doesn’t want to have their cake AND eat it too? Wouldn’t it be great to both savor the taste of a delicious chocolate cake, but then also save the same cake for that 3 p.m. coffee break?

A comprehensive digital WFM and CX platform are better together in this environment. When integrated, they give you the tools required to do the best job for every customer, no matter where that conversation takes place. With access to more than 30 digital channels, CXone and NICE WFM together enable you to provide friction-free experiences for your customers with everything together in one place.

When you know what your customers expect, value, and prefer—and how the experiences your organization is delivering measure up—you can make informed, strategic business decisions about the products/services you offer, and take meaningful action to improve customer experience (CX).

Contact center teams can leverage AI to make sense of the workforce and customer base to make more informed decisions.