The Right Knowledge at the Right Time. That's NiCE.
Give your agents real-time contextual guidance they can trust. Procedureflow syncs seamlessly with NiCE Agent Assist for faster resolutions and exceptional service.
Why Contact Center Teams Choose This Integration
Exceptional service starts with trusted knowledge and now it's built right into the agent workflow.
Faster resolutions, less effort.
Suggested flows and guidance pop up in the moment of need. No searching, no guesswork, just clear direction.
Confidence and consistency in every call.
Agents follow accurate, compliant processes every time, improving outcomes and reducing rework.
Stronger CX and higher CSAT.
Faster answers and fewer transfers mean a smoother experience for customers and agents alike.
No more outdated knowledge.
Automated sync ensures NiCE always reflects the latest and most accurate procedures. No manual updates required.
Better training and performance.
New agents become productive faster, while experienced agents continue to deliver quality service in any scenario.
Consistent and Quality Customer Service
0%
Drop in
Escalations
0%
Improvement in
Time to Proficiency
0s
Average Decrease
in AHT
How it Works
Deliver faster resolutions and consistent service with smart,
real-time guidance and always-accurate
knowledge inside NiCE CXone.
Real-time Process Guidance
Procedureflow entry points and guided flows are automatically synced in NiCE's knowledge base as articles for easy access.
Contextual Intelligence
Agent Assist identifies interaction context and surfaces the most relevant Procedureflow article right when your agents need it.
One-Click Flow Access
Agents click to open the full process directly while keeping customer interactions active and engaging. No holds. No context switching.
