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CloudPro | Experts in Cloud Telephony, Customer Engagement Platforms and CX Solutions

Improve Customer Journeys with best-in-class
Omnichannel Routing, Analytics, Workforce
Optimization, Automation and
Artificial Intelligence capabilities.

Improve Customer Journeys with best-in-class
Omnichannel Routing, Analytics, Workforce
Optimization, Automation and
Artificial Intelligence capabilities.

Seamlessly connect customers to the right agent across any channel

NICE inContact CXone Omnichannel Routing

NICE inContact, a division of NICE, offers the leading Cloud-Based Customer Experience platform. The NICE inContact CXone platform built on top of an Open Cloud Foundation offers best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence capabilities. NICE inContact Contact Center Solution enables companies to act smarter and respond faster with exceptional Customer Experience (CX).

CloudPro Inc in partnership with NICE inContact helps organizations of all sizes be first and stay first, empowering teams to move faster and work smarter.

NICE inContact CXone Omnichannel Routing is a contact routing and interaction management suite that empowers your agents to interact with customers positively and productively in any channel. Gain business flexibility by quickly deploying agents anytime, anywhere for maximum operational flexibility, and by implementing routing and interactive voice response changes in hours.

Omnichannel Routing presents consolidated, easy-to-use interfaces for agents, supervisors, and administrators. It seamlessly integrates with leading CRM solutions such as Salesforce and more.

Skills-based Omnichannel Routing and Universal Queue for

–     Inbound voice
–     Outbound voice
–     IVR / Voice Portal
–     Email
–     Chat
–     Text / SMS
–     Social Media

Workforce Optimization

Agents are the assets of any contact center and workforce optimization ensures to get the best out of them by maximizing their quality and efficiency through training, support, and monitoring.
Contact center workforce optimization is an ongoing effort, made easier by automation. Contact center who are committed to workforce optimization processes will experience higher agent engagement, better managed labor costs, and improved customer experience

Workforce Management

Workforce management software performs the critical tasks of forecasting staffing needs and scheduling agents. It helps workforce managers ensure customer demands are met in the most labor efficient way. This is the heavy lifter of contact center workforce optimization tools

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Quality Monitoring

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Quality monitoring tools record the contacts, provide the ability to assess the quality of the interaction, deliver agent coaching tools, and then provide reporting on quality and development results. Giving agents instant access to their quality scores, as well as requiring agent self-evaluations, can increase engagement and ownership.

Performance Management

Quality monitoring tools record the contacts, provide the ability to assess the quality of the interaction, deliver agent coaching tools, and then provide reporting on quality and development results. Giving agents instant access to their quality scores, as well as requiring agent self-evaluations, can increase engagement and ownership.

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Call Recording

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Call recording is considered part of workforce optimization because without this functionality quality management can’t exist. Call recording captures the audio from customer interactions. Screen recording captures agent monitors during the interaction, providing insights related to agent process to amplify coaching beyond just the content of the conversation.

Analytics

With data-driven provide your decision makers, managers, and agents with right information with real time data analysis for better decisions.

Contact center Interaction analytics

CXone Interaction Analytics is an AI powered omnichannel contact center analytics and reporting tool that identifies root cause and trends across 100% of your customer interactions. Whether it’s speech, voice, or text, CXone is designed to analyze, measure, and improve customer satisfaction and detect compliance issues.
With a single, unified view and the ability to identify sentiment and emotion, you can improve efficiency, performance, and use powerful insights to create the type of customer experiences that lead to lasting relationships.

Contact center Interaction analytics

CXone Interaction Analytics is an AI powered omnichannel contact center analytics and reporting tool that identifies root cause and trends across 100% of your customer interactions. Whether it’s speech, voice, or text, CXone is designed to analyze, measure, and improve customer satisfaction and detect compliance issues.

With a single, unified view and the ability to identify sentiment and emotion, you can improve efficiency, performance, and use powerful insights to create the type of customer experiences that lead to lasting relationships.

Reporting and Dashboard

Make smarter, more informed decisions with intuitive dashboards that deliver both real-time and historical insights on key business metrics and trends.

The result: transformative, out-of-the-box reports that give you access to everything you need to track call center reporting metrics such as agent status, service level and skill performance. And that’s just the start.

Choose from over 90 pre-built reports or create your own to maximize the value of your call center metrics..

Feedback / Survey Management

NICE CXone Feedback Management lets you easily collect unbiased customer feedback across multiple channels. With an intuitive interface, customizable views, simple, interactive dashboards, you get a better view of your customers’ expectations, frustrations, and needs – quick and effortlessly

Reporting and Dashboard

Make smarter, more informed decisions with intuitive dashboards that deliver both real-time and historical insights on key business metrics and trends.
The result: transformative, out-of-the-box reports that give you access to everything you need to track call center reporting metrics such as agent status, service level and skill performance. And that’s just the start.
Choose from over 90 pre-built reports or create your own to maximize the value of your call center metrics..

Feedback / Survey Management

NICE CXone Feedback Management lets you easily collect unbiased customer feedback across multiple channels. With an intuitive interface, customizable views, simple, interactive dashboards, you get a better view of your customers’ expectations, frustrations, and needs – quick and effortlessly

Automation and Artificial Intelligence

CXone Automation and Artificial Intelligence streamlines service delivery, providing fast resolution of customer issues and eliminating mundane tasks, releasing you from busy work that inhibits innovation. With automatic completion of routine customer interactions and after contact work, your team can focus on providing personalized service that leads to better business outcomes. 

Robotic Process Automation (RPA)

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Enabling intelligent process optimization while unleashing employees’ potential to ensure exceptional customer experience.

Robotic Process Automation (RPA)

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Enabling intelligent process optimization while unleashing employees’ potential to ensure exceptional customer experience.

The first Attended RPA assistant designed specifically with the employee in mind, for the front and back office. NEVA is a dedicated, personal assistant, residing on each employee’s desktop with the real-time capabilities to intuitively assist employees in a contextually relevant manner via interactive callout screens

NEVA Attended Automation

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NEVA Attended Automation

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The first Attended RPA assistant designed specifically with the employee in mind, for the front and back office. NEVA is a dedicated, personal assistant, residing on each employee’s desktop with the real-time capabilities to intuitively assist employees in a contextually relevant manner via interactive callout screens

Automation Finder

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Selecting the right business processes to automate upfront is essential to ensuring long-term project success.
Automation Finder uses Desktop Analytics and Unsupervised Machine Learning algorithms.

Automation Finder

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Selecting the right business processes to automate upfront is essential to ensuring long-term project success.
Automation Finder uses Desktop Analytics and Unsupervised Machine Learning algorithms.

Let customers skip straight to service for better experiences and shorter handle times when they speak with an agent or use the IVR. CXone Enlighten AI Routing connects customers with agents for the best interaction to optimize any outcome

Customer Authentication

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Customer Authentication

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Let customers skip straight to service for better experiences and shorter handle times when they speak with an agent or use the IVR. CXone Enlighten AI Routing connects customers with agents for the best interaction to optimize any outcome