Drive a smooth, connected omnichannel experience by extending your existing CXone instance with Textel’s SMS and MMS. With Textel and NICE CXone, experience human and AI-powered texting conversations with customers on new or existing phone numbers from inside your NICE CXone platform to improve your CX and add to your bottom line.
Learn how texting fits into your industry.
Do More (Faster)
With Textel for NICE CXone, create an efficient and engaged workforce while boosting your customer satisfaction. By adding texting, cut down on your call volume and reduce operational costs in your contact center. Save time by responding to your customers faster using automated response tools like keyword responders or auto-replies to send time-based automations.
With Textel + CXone:
- Use response templates to answer frequently asked questions
- Add keywords & auto-replies
- View and send SMS & MMS right from your chat experience
- Use skills to intelligently route texts to agents
- See conversation history alongside the active conversation
- See new messages come in side-by-side with the chat panel
Understand Your Data
Add Textel reporting into your NICE CXone instance to track your entire customer experience and agent performance. You’ll have access to see how SMS is adopted and used, then find trends in your data to improve customer satisfaction. With Textel + CXone, you’ll get real-time reporting and analytics for every message in your campaign.
With Textel + CXone:
- Review agent-level report templates and custom report types
- Customize visual dashboards to see SLA adherence, average handle times, agent lists, states by skill, call back percentage, etc.
- Get reporting on skill level performance, campaign performance, contact history, and conversation history
- See full interaction transcripts per session
Stay Compliant With
Every SMS Send
Your customers need you to advocate for their privacy and security with your interactions. That’s why Textel makes TCPA and A2P compliance easy for you and secure for your contacts. Protect your customer relationship and stay in the clear with the help of these key tools.
With Textel + CXone, you get:
- Built-in TCPA compliance features like designated send windows, sample consent messages, opt-in/out keywords, etc.
- Guided 10DLC registration with help from our team to make sure every line is registered
- Automated opt-in/out management using keywords, reporting, and system-generated contact lists
Scale Your Outbound
With Blast Campaigns
Add Textel Blast to connect with your contacts wherever they are, then let them respond back to you. Extend your text marketing or send important product or service updates to your customers on mass. Using Blast, you can send a text to your entire contact list, or any segment of it, with updates, reminders, promotions, or whatever makes sense for your company.
Add Textel Blast to:
- Create and send personalized, targeted SMS & MMS campaigns to thousands
- Schedule campaigns with multiple messages in a single flow for maximum reach
- Get Blast-specific reporting to understand send stats by campaign
- Route responses directly into chat
Turn Website Visitors Into
With Textel’s Web-to-Text feature, increase engagement immediately. Add a Web-to-Text widget, custom branded for you, to move visitors from your website into an SMS conversation for faster, more convenient service.
Add Web-to-Text so you can:
- Make it simple for customers to reach you using their mobile device
- Conveniently collect opt-ins and contact information to help you stay compliant
- Respond to incoming messages from your CXone platform
- Invite new customers into conversation to increase satisfaction
Key Features of Textel + NICE CXone
- 1:1 SMS & MMS
- 1:Many texting campaigns
- TCPA compliant send windows
- Opt-in/out management
- Full conversation history
- Link click analytics
- Line intelligence
- Outbound alphanumeric sender IDs
- Link shortener
- IVR texting integrations
- CRM integrations
- APIs for custom integrations
- Web-to-Text widget
- Text bots
Ready to get started with Textel? Make the switch today.