Customers expect proactive service.

CXone ContactEngine is a comprehensive AI-powered solution that enables organizations to have proactive, multi-day, asynchronous conversations – interacting with customers through their channels of choice to pre-empt their needs before they reach out for service. CXone ContactEngine manages intelligent conversations, transforming the efficiency and costs of operations, and revolutionizing customer experience.
Serve your customers proactively.
Make customers smile

Engaging customers in proactive conversation at just the right moment in their journey makes their experience so simple and effortless that they can’t help but smile.

Reduce cost to serve

Pre-empt inbound calls and get to know what each customer is thinking, so that you can take the right action first time, reducing cost to serve.

Immediate, tangible results

Reduce cost to serve from day 1
and realize an in-year ROI.

“Leveraging technology like CXone SmartReach helps us achieve our goal to enable meaningful automated experiences from ordering to installation….We’ve only just scratched the surface on the many use cases that CXone SmartReach can support within TELUS and have already seen a fantastic return on investment”
Chris Shave
Business Analysis Manager TELUS
Ask customers,
don’t tell

Unlike notifications, proactive conversations invite the customer to respond by asking them a question, meaning you get to know exactly what each customer wants to do.

Have whole journey conversations

Most customer journeys last more than a day – engage each customer in a single, seamless conversation across the whole of their journey no matter how long it lasts.

Further increase automation

Further increase automation with proactive conversations that connect with your systems to automate transactions and deliver over 90% containment.

Identify journey optimization opportunities

Comprehensive conversational analytics allow otherwise hidden customer journey optimization opportunities to be identified and implemented.

Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

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It’s no chatbot

It’s easy to confuse proactive conversational AI for a chatbot. Read on to learn why they’re fundamentally different.

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43 days is too long

The average person will spend 43 days waiting on hold in their lifetime. Learn how to give customers time back with proactive conversation.

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Get things right first time

Learn more about how Whirlpool increased right-first-time repairs by 85% using CXone SmartReach.