Procedureflow Integrates with NiCE CXone to Deliver Real-Time Visual Guidance for Contact Center Agents

Procedureflow, an intelligent knowledge management platform, aims to simplify complex processes. It has announced a new integration with NiCE CXone. This integration offers real-time, step-by-step visual guidance on the agent desktop. Embedding visual workflows in daily tools helps contact centers. This can reduce average handle time (AHT) and lower escalation rates. It also ensures consistent, high-quality customer experiences across all channels.

In many modern contact centers, key knowledge is spread across different systems and long documents. Research shows that 50% of executives say essential knowledge is siloed. Additionally, 55% cite data quality as a major barrier. Agents and decision-makers spend over 15 minutes looking for information or completing routine tasks. Consequently, visual process mapping and guided workflows are being adopted more widely. These tools make training faster. They help agents get skilled more quickly and improve performance for both new and experienced ones.

The new Procedureflow + NiCE CXone integration is designed to address these pain points directly. NiCE CXone provides the AI-powered agent desktop and real-time interaction context, while Procedureflow delivers governed, visual process guidance. Together, the integration ensures that the right process appears for the right agent at precisely the right moment. NiCE’s AI listens to conversations, analyzes sentiment, and identifies customer intent-such as a reported lost credit card-before surfacing a concise summary and a direct link to the appropriate Procedureflow guide. Agents are then guided visually through each step, helping ensure faster and more accurate resolutions.

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Through this integration, contact centers can overcome some of their most persistent operational challenges, including:

• Fragmented and siloed knowledge spread across multiple systems
• Lengthy training cycles and slow ramp-up for new agents
• Inconsistent processes that increase compliance risk and drive longer handle times

“Partnering with NiCE allows us to offer agents additional tools and insights to better serve customers,” said Dan Keddy, VP Partner Sales and Channel Management at Procedureflow. “By integrating Procedureflow with NiCE CXone, we’re giving agents a single visual source of truth inside the desktop they already use, so they can ramp faster, reduce escalations, and handle complex calls with accurate information.”

With the Procedureflow and NiCE CXone integration, contact centers can use AI to share knowledge effectively. This helps agents work clearly in the moment. It boosts operational efficiency and enhances the customer experience overall.