Differentiators

CF: Besides being the first to the cloud, what are some details that you think a reader would want to know about what differentiates your platform from others?

PJ: At the end of the day, what’s really happening in our market is the world is going from running a call center to companies having to run all of the multiple interactions that they have with customers today. There are interactions on the website. There are interactions through self-services, interactions on mobile devices, there are interactions in a contact center. There are interactions from a Google search. What we’ve achieved makes every interaction point possible for a customer to manage. And it makes it easy. The problem in a lot of our space today is that they’re (our competitors) just selling a call center. They’re fixing one part of a multi-piece interaction strategy, right? We can now provide the solutions customers need on their website, on the Google search, and their cell service in the contact center, and all the tools that go with that. We do it for the Walmarts on one side and on the other side the 30-seat small center. 

CF: Was the term CXi something that NICE coined or was this already circulating in the market?

PJ: We created the word. This is the idea that I just spoke about in which companies move from having a contact center strategy to an interaction strategy. In the new market we’re seeing CXi, or customer experience interactions. It’s important to ask who manages all the interactions for a company: what tools, what processes, what platform.