SAN FRANCISCO, March 12, 2025 (GLOBE NEWSWIRE) — Meltwater, a worldwide chief in media, social and client intelligence, as we speak broadcasts a brand new collaboration with NICE, the world’s main AI platform for customer support, bringing Meltwater insights to the Contact Center as a Service (CCaaS) marketplace for the primary time. Together, Meltwater and NICE will empower enterprises to interact with prospects in actual time by social media channels to boost buyer interactions, streamline operations, make data-backed selections and optimize methods that increase buyer satisfaction.
A pacesetter in AI-powered customer support software program, NICE helps enterprise organizations world wide with its CXone Mpower platform. With Meltwater social insights obtainable in CXone Mpower, NICE prospects can make the most of social media as a buyer care channel. Social media has lengthy been a key channel for customer support, but many contact facilities lack the required instruments to effectively analyze social media interactions. The mountain of end-user information is rising and companies want options to assist them make sense of all of it.
This new integration unlocks the ability of Meltwater’s social intelligence for customer support, processing greater than 3 billion social engagements every day. Meltwater’s AI-powered options then remodel this information into actionable insights permitting groups to reply to circumstances in actual time, attain unserved demographics, meet service-level goals, and improve the client expertise.
Key advantages of the mixing embody:
- World class listening and filtering capabilities with the flexibility to look and analyze social content material from Meltwater’s industry-leading, complete dataset.
- Advanced key phrase filtering to floor probably the most related and actionable social media conversations and analyze buyer sentiment, engagement, trending themes, client habits, response occasions, and extra.
- A unified process queue, with messages in a single, centralized location, making it simpler to handle a number of interactions concurrently whereas bettering decision occasions.
- Ability to reply to buyer points in actual time, both in social channels or direct messages.
“We’re excited to partner with NICE which signifies a pivotal moment for Meltwater as we enter the CCaaS market,” mentioned Doug Balut, Senior Vice President of Global Alliances and Partnerships at Meltwater. “Many contact center support teams lack access to real-time social data, leaving customers’ questions and concerns unanswered. With this integration, we’re empowering brands with the insights they need to understand customer sentiment, anticipate issues, and respond with agility, ultimately enhancing the customer experience.”
“Social media is a critical customer service channel. By integrating Meltwater’s social intelligence into CXone Mpower, we’re enabling enterprises to turn social interactions into meaningful customer engagements while driving efficiency and business impact,” mentioned Barry Cooper, President, CX Division, NICE. “This integration reinforces NICE’s commitment to our open platform and strategic partnerships, enabling organizations to leverage leading capabilities across the ecosystem to deliver proactive, personalized experiences powered by AI.”
For extra info, please contact:
Stacy Slayden
pr@meltwater.com
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
About Meltwater
Meltwater empowers corporations with options that span media, social and client intelligence. By analyzing ~1 billion items of content material every day and remodeling them into very important insights, Meltwater unlocks the aggressive edge to drive outcomes. With 27,000 international prospects, 50 workplaces throughout six continents, and a couple of,300 workers, Meltwater is the {industry} associate for international manufacturers making an impression. Learn extra at meltwater.com.
About NICE
With NICE (Nasdaq: NICE), it’s by no means been simpler for organizations of all sizes across the globe to create extraordinary buyer experiences whereas assembly key enterprise metrics. Featuring the world’s #1 cloud native buyer expertise platform, CXone, NICE is a worldwide chief in AI-powered self-service and agent-assisted CX software program for the contact heart – and past. Over 25,000 organizations in additional than 150 international locations, together with over 85 of the Fortune 100 corporations, associate with NICE to rework – and elevate – each buyer interplay. www.nice.com
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