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NICE (NASDAQ: NICE), today announced the launch of CXone SmartReach following the acquisition of ContactEngine, the leader in proactive conversational AI. CXone SmartReach is a comprehensive artificial intelligence (AI) powered solution that enables organisations to have proactive, multi-day, asynchronous conversations – interacting with customers through their channels of choice even before they reach out for service. ContactEngine AI manages intelligent conversations, transforming the efficiency and costs of operations and revolutionising customer experience.

NICE is reinventing next-gen smart digital experiences, proactively connecting consumers in innovative ways across their digital journeys. Powered by Enlighten AI, CXone, the world’s leading cloud CX platform, now natively combines digital and self-service, meeting customers across all their needs events – before requesting service, upon initial service-query search and during interactive service sessions – all seamlessly connected.

CXone is the industry’s only true next-gen digital customer engagement platform, delivering proactive service on consumers’ preferred channels, based on intelligent AI conversations.

“We are entering a new era of expectations for the Experience Generation, where demands are shifting how digital service is delivered,” said Paul Jarman, NICE CXone CEO. “Organisations need to reinvent digital service from a reactive approach to consumers’ needs – to a proactive personal touch in their digital channel of choice. With the addition of CXone SmartReach to our already comprehensive suite of CX solutions, we are helping companies initiate intelligent conversations with customers, taking digital CX to the next level.”

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