at Financial Technnology Year
This content is provided by FinTechBenchmarker.com who are responsible for the content. Please contact them if you have any questions.
NICE inContact CXone for Insurance from NICE inContact
Integrated ACD and IVR, unified omnichannel routing, analytics, workforce optimization, and automation. Insurance-specific capabilities include compliant interaction recording, claims status automation, and policy servicing workflows.
Product analysis by function
Contact Center Solutions for Customer Service
Integrated phone, email, chat, and social media systems that route customer inquiries to appropriate service representatives and track resolution status.
More Contact Center Solutions
More Customer Service ...
Omnichannel Support
(0 Yes /0 Known /11 Possible features)
|
Channel Integration Support for handling all major customer communication channels within a unified interface. |
. | No information available |
|
Simultaneous Multichannel Sessions Ability for agents to manage multiple channels concurrently. |
. | No information available |
|
Unified Customer View Complete interaction history and profile shown regardless of channel. |
. | No information available |
|
Social Media Monitoring Tracks and responds to customer inquiries from platforms like Twitter, Facebook, Instagram. |
. | No information available |
|
Automated Channel Routing Automatically routes customer inquiries to the best-suited agent based on channel and context. |
. | No information available |
|
Channel Capacity Maximum number of concurrent sessions handled per channel. |
. | No information available |
|
Email Parsing Automatically extracts and categorizes content from inbound emails. |
. | No information available |
|
SMS Integration Enables two-way interaction via SMS. |
. | No information available |
|
Channel Switch Continuity Maintains context when a customer moves from one channel to another. |
. | No information available |
|
Mobile App Support Supports customer contacts through mobile apps. |
. | No information available |
|
Self-Service Portals Empowers customers to find solutions independently across channels. |
. | No information available |
Routing and Workflow Automation
(0 Yes /0 Known /9 Possible features)
|
Skill-based Routing Directs calls and messages to agents with the relevant expertise. |
. | No information available |
|
Automated Ticket Assignment Automatically assigns cases based on classification and workload. |
. | No information available |
|
Priority Queuing Routes urgent requests ahead of routine inquiries. |
. | No information available |
|
Callback Scheduling Enables customers to choose a callback time instead of waiting in queue. |
. | No information available |
|
Workflow Customization Configurable workflows for escalations, follow-ups, and approvals. |
. | No information available |
|
Average Assignment Speed Time taken to assign a new inquiry to an agent. |
. | No information available |
|
Rules-based Escalation Automatically escalates unresolved tickets based on pre-set parameters. |
. | No information available |
|
Load Balancing Distributes inquiries evenly among available agents. |
. | No information available |
|
Automation Limits Maximum number of concurrent workflow automations. |
. | No information available |
Case and Resolution Management
(0 Yes /0 Known /9 Possible features)
|
Case Tracking Monitors status and progress of each customer interaction from initiation to closure. |
. | No information available |
|
SLA Management Tracks compliance to service level agreements for response and resolution times. |
. | No information available |
|
Automated Case Updates Sends status updates to customers and agents automatically. |
. | No information available |
|
Historical Case Access Enables retrieval of closed and archived cases for future reference. |
. | No information available |
|
Custom Tagging Allows cases to be tagged for filtering and reporting purposes. |
. | No information available |
|
Resolution Time Average Typical time taken to resolve cases. |
. | No information available |
|
Case Merge/Split Functionality Can combine duplicate cases or split mult-issue cases. |
. | No information available |
|
Agent Notes & Attachments Agents can append notes and documents to a case file. |
. | No information available |
|
Audit Trail Records all actions and changes made to a case. |
. | No information available |
Knowledge Base & Agent Assistance
(0 Yes /0 Known /8 Possible features)
|
Integrated Knowledge Base Centralized, searchable repository of company knowledge and FAQs. |
. | No information available |
|
AI-powered Suggestions Recommends relevant articles or templates during interactions. |
. | No information available |
|
Document Upload & Versioning Agents can add new documents and update versions with approval process. |
. | No information available |
|
Contextual Help Prompts Offers relevant information or reminders based on interaction context. |
. | No information available |
|
Number of Knowledge Articles Capacity of the knowledge repository. |
. | No information available |
|
Multilingual Support Knowledge base content available in multiple languages. |
. | No information available |
|
Content Approval Workflow Enforces peer or management approval before publication. |
. | No information available |
|
Knowledge Usage Metrics Tracks usage rates of knowledge articles. |
. | No information available |
Integration, APIs, and Extensibility
(0 Yes /0 Known /7 Possible features)
|
Open API Access Provides documented APIs for integration with third-party systems. |
. | No information available |
|
Prebuilt CRM Integrations Out-of-the-box connectors for major CRMs (e.g. Salesforce, Microsoft Dynamics). |
. | No information available |
|
Insurance Core System Integration Supports integration with policy admin, claims management, and underwriting systems. |
. | No information available |
|
Webhook Support Enables event-driven push notifications to external systems. |
. | No information available |
|
Scripting and Custom Modules Custom logic or integrations can be added by developers. |
. | No information available |
|
API Call Throughput Maximum number of external API calls supported per minute. |
. | No information available |
|
Data Import/Export Bulk import/export of contacts, history, or workflows. |
. | No information available |
Reporting and Analytics
(0 Yes /0 Known /7 Possible features)
|
Real-Time Dashboards Live updating view of call/chat volumes, response time, SLAs, and more. |
. | No information available |
|
Historical Analytics Aggregated performance and trend analysis over custom periods. |
. | No information available |
|
Custom Report Builder Allows users to create tailored reports from raw data. |
. | No information available |
|
Scheduled Report Delivery Automatically sends reports on a set schedule. |
. | No information available |
|
KPIs Monitored Number of key metrics tracked out of the box. |
. | No information available |
|
Data Export Formats Supports export to CSV, Excel, PDF, etc. |
. | No information available |
|
Drill-down Analysis Allows detailed exploration of dataset by customer or agent. |
. | No information available |
Customer Experience and Feedback
(0 Yes /0 Known /7 Possible features)
|
Post-Interaction Surveys Automatically solicit feedback after case completion. |
. | No information available |
|
Net Promoter Score (NPS) Calculates and reports customer loyalty/likelihood to recommend. |
. | No information available |
|
CSAT Tracking Measures customer satisfaction over time. |
. | No information available |
|
Feedback Management Central repository for storing feedback and complaints. |
. | No information available |
|
Sentiment Analysis Automated analysis of customer sentiment based on text/speech. |
. | No information available |
|
Survey Response Rate Tracks percentage of customers who complete feedback surveys. |
. | No information available |
|
Feedback Resolution Workflow Automated escalation and follow-up on negative feedback. |
. | No information available |
Agent Productivity and Performance Management
(0 Yes /0 Known /7 Possible features)
|
Live Supervisor Monitoring Supervisors can monitor agent interactions in real time. |
. | No information available |
|
Call/Chat Whisper and Barge-In Supervisors can coach (whisper) or join conversations (barge-in). |
. | No information available |
|
Agent Scorecards Automated metrics/result dashboards per agent. |
. | No information available |
|
Gamification Features Leaderboards, badges, and incentives to motivate staff. |
. | No information available |
|
Agent Schedule Adherence Monitors if agents adhere to planned shifts. |
. | No information available |
|
Quality Assurance Review Volume Number of interactions that can be reviewed per week/month. |
. | No information available |
|
Performance Warnings & Alerts Automatic notifications for underperformance or SLA breaches. |
. | No information available |
Security, Compliance, and Privacy
(0 Yes /0 Known /8 Possible features)
|
Data Encryption (At Rest & In Transit) Protects data integrity and confidentiality. |
. | No information available |
|
Role-based Access Control Granular control over agent and supervisor permissions. |
. | No information available |
|
GDPR/CCPA Compliance Helps meet European and California privacy regulations. |
. | No information available |
|
Audit Logging Detailed logs for compliance and forensics. |
. | No information available |
|
Single Sign-On (SSO) Support Integrates with corporate identity providers. |
. | No information available |
|
Data Retention Policies Customizable schedules for retention and deletion. |
. | No information available |
|
Security Certification Level Industry certifications (e.g. ISO 27001, SOC 2) held by the platform. |
. | No information available |
|
PHI/PII Masking Automatically masks personally identifiable or health information in interactions. |
. | No information available |
Scalability and Availability
(0 Yes /0 Known /7 Possible features)
|
Concurrent User Limit Maximum number of simultaneous agent logins supported. |
. | No information available |
|
Uptime SLA Guaranteed system uptime as a percentage. |
. | No information available |
|
Disaster Recovery Capabilities Rapid recovery from technical failures or outages. |
. | No information available |
|
Geographic Redundancy Data and service distribution across multiple regions/data centers. |
. | No information available |
|
Auto-Scaling Automatically adds capacity during traffic spikes. |
. | No information available |
|
Peak Load Handling Maximum volume of interactions supported per hour during spikes. |
. | No information available |
|
Maintenance Notification System Alerts users to planned downtime or upgrades. |
. | No information available |
This data was generated by an AI system. Please check
with the supplier. More here
While you are talking to them, please let them know that they need to update their entry.