Monday, December 22, 2025
Procedureflow, an intelligent knowledge management platform designed for modern enterprises, has announced a new integration with NiCE CXone that brings real-time, step-by-step visual guidance directly into the contact center agent desktop. This integration enables organizations to embed governed visual processes into the tools agents already use every day, helping contact centers reduce average handle time (AHT), minimize escalations, and deliver more consistent customer experiences across all channels.
As customer expectations continue to rise, contact centers face increasing pressure to resolve issues faster while maintaining accuracy, compliance, and empathy. However, many agents still rely on fragmented knowledge systems that slow them down. Industry analysts consistently emphasize the importance of accessible and reliable knowledge in delivering high-quality customer experiences. As Forrester highlights, “One of the top three drivers of customer service success is agent knowledge.” This insight underscores why improving how agents access and use information remains a top priority for CX leaders.
Today’s contact centers often struggle with knowledge scattered across multiple systems, long documents, and outdated repositories. As a result, agents spend valuable time searching for answers instead of focusing on the customer. Industry research reveals that 50% of executives believe critical knowledge remains siloed, while 55% identify data quality as a major challenge. Consequently, agents and decision-makers can spend more than 15 minutes simply trying to locate information or complete routine tasks—delays that negatively impact productivity, customer satisfaction, and operational costs.
To address these challenges, visual diagramming and guided workflows are gaining traction as effective tools for improving agent performance. Unlike traditional text-heavy documentation, visual guidance simplifies complex processes and helps agents quickly understand what to do next. This approach not only shortens training cycles but also boosts confidence and consistency among both new hires and experienced agents.
The new Procedureflow + NiCE CXone integration has been purpose-built to tackle these issues directly. NiCE CXone provides an AI-enabled agent desktop with real-time conversational context, while Procedureflow delivers governed visual guidance that aligns with approved processes. Together, the two platforms ensure that the right process appears in front of the right agent at exactly the right moment.
During live customer interactions, NiCE’s AI continuously monitors conversations, analyzes sentiment, and identifies customer intent. For instance, when a customer reports a lost credit card, the system generates a concise summary and automatically presents a direct link to the relevant Procedureflow guide. That guide then walks the agent through each step of the resolution process, ensuring accuracy, compliance, and consistency from start to finish.
By embedding this visual guidance directly into the agent desktop, the integration eliminates the need to switch between systems or search through lengthy documents. As a result, agents can resolve issues faster, reduce errors, and deliver more reliable outcomes—regardless of channel or case complexity.
More broadly, the Procedureflow x NiCE CXone integration helps contact centers overcome several persistent operational challenges. It breaks down fragmented and siloed knowledge across multiple systems, reduces long training cycles and slow time to proficiency, and addresses inconsistent processes that can increase compliance risk and handling times. By standardizing workflows and making them easy to follow, organizations can achieve greater operational efficiency while maintaining high service quality.
Speaking about the collaboration, Dan Keddy, VP Partner Sales and Channel Management at Procedureflow, emphasized the value of the integration for frontline teams, stating:
“Partnering with NiCE allows us to offer agents additional tools and insights to better serve customers. 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.”
Overall, this integration represents a meaningful step forward in how contact centers enable agents with actionable knowledge. By combining AI-driven context with governed visual guidance, Procedureflow and NiCE CXone are helping organizations transform agent performance, improve consistency, and elevate customer experience at scale. As contact centers continue to evolve, solutions that simplify access to knowledge and support agents in real time will play a critical role in driving better CX outcomes.
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