NICE inContact CXone Further Expands SMS Functionality with Textel to Improve Customer Experience

NICE inContact, a NICE business announced that Textel is integrating its SMS application into NICE inContact CXoneTM, the world’s #1 cloud customer experience platform. Companies using CXone can further their SMS offering to address the growing need to more customer service channels.

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Textel provides businesses the opportunity to text with their customers using their existing business phone number, extending the SMS capability of CXone by adding two-way SMS functionality and toll-free mass texting.

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

NICE inContact customers will benefit from Textel’s SMS and customer experience solutions by enabling:

  • Seamless integration into the existing NICE inContact interface
  • Convenient use of toll free numbers for rapid deployment of outbound text campaigns
  • Easy management of multiple conversations simultaneously and allows customers to initiate and open a support ticket by sending an SMS message
  • Textel further simplifies tasks like checking on a status of an order, sending a mass update, scheduling appointments, or resetting a password, through CXone, enhancing the customer experience journey.

“Textel is excited for this partnership with NICE inContact and being part of CXexchange,” said James Diel, CEO of Textel “Our technology helps brands easily connect with their customers via the preferred medium of text. Texting significantly lowers call volumes, increases Net Promoter and Customer Service Index (CSI) scores as well as generates leads. Textel is now proudly integrated with CXone.”

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 Textel’s application works with CXone can visit CXexchange to learn more about the application and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their CXone-based applications.

“Today’s mobile customers look for the convenience of text messaging instead of phone calls for simple customer service requests,” The customer experience includes much more than voice interactions,” said Paul Jarman, CEO of NICE inContact. “With Textel’s SMS functionality NICE inContact customers can improve customer experience by providing service for customers via two-way text or proactive text notifications. We welcome Textel as part of the CXexchange marketplace.”