Rings integration Image credit Pixabay/The DigitalArtistNICE has announced an expansion to its partnership with Google. NICE has optimized CXone for Chrome OS, as part of this process it has joined the Google Chrome Recommended Program. This means that NICE has worked with Google directly to ensure that CXone delivers functionality, quality, security and an end-user experience in line with Chrome guidelines. The solution is verified by Google. Customers can now use CXone with confidence on Chrome OS devices within their contact centres.

The announcement extends the partnership with Google that NICE revealed in November 2021. That announcement saw the integration of CXone with Google Cloud Contact Center Artificial Intelligence (CCAI). It added two new features to take advantage of that integration.

  • The ability to integrate Google Cloud Dialogflow self-service bots into the CXone Virtual Agent Hub
  • Google Cloud’s Agent Assist became available within CXone Agent Assist Hub to provide automated knowledge support during customer interactions

This latest announcement sees Chrome OS users able to use the full suite of CXone applications including:

  • AI-powered conversational self-service
  • Knowledge management
  • AI-powered omnichannel contact routing (ACD)
  • Interactive Voice Response (IVR)
  • Predictive Dialer
  • Workforce Engagement
  • CX Analytics
Paul Jarman CEO NICE InContact
Paul Jarman CEO NICE InContact

Paul Jarman, CEO, NICE CXone, commented, “This expansion of our partnership with Google reaffirms NICE’s commitment to bringing exceptional, next-gen, digitally fluent experiences to organisations and their agents on an operating system of their choice.

“With CXone, organisations on Chrome have a platform that’s proven to be mission-critical in supporting millions of interactions for both trusted global brands as well as small and medium businesses. We’re proud to be an enabler for innovation that drives CX to new heights of excellence in the Chrome OS ecosystem.”

Enterprise Times; What does this mean?

For contact centre managers, deploying CXone onto chrome devices has several advantages. Often Chrome devices are considerably cheaper than Windows devices. Chrome is also simpler to use, faster and easier to maintain. Chrome OS mobile devices often have good battery life and remote contact centre workers should survive a shift.

In combination CXOne and Chrome OS provides a flexible and scalable cloud-based infrastructure. It is one that enables rapid onboarding and the ability to deliver services from anywhere.

Thomas Riedl, Director of Product for Chrome OS Enterprise and Education, commented, “We are dedicated to bringing the best experience for contact centre agents and IT administrators to Chrome OS, and in that spirit are excited to welcome NICE CXone to our Chrome Enterprise Recommended ecosystem.”


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