NICE Transforms Citizen Experience with New Centralized Gateway to Government Services

Hoboken, N.J., September 3, 2024 – NICE (Nasdaq: NICE) today announced its Integrated Front Door to Government Services, bridging the gap for citizen access to government resources. The new FedRAMP Integrated Front Door solution addresses a top government initiative, aiming to improve the citizen experience. It leverages generative AI to deliver a voice and digital entry point that determines constituents’ intent, authenticates and then enables constituents to self-serve, or seamlessly transfer to a live agent within the correct agency including all the relevant data and content captured by the CXone platform. This enables government agencies to deliver a frictionless citizen experience.

With NICE’s Integrated Front Door, a constituent can initiate an interaction on their preferred channel with an omnichannel intelligent virtual assistant to address a variety of constituent services. This system allows constituents to resolve multiple needs during a single interaction, and proactively identifies any open issues. Additionally, NICE’s Integrated Front Door transforms knowledge management in government, leveraging Enlighten AI to organize agencies’ knowledge management systems and enable citizens to access information and understand the required next steps with minimal effort.

Barry Cooper, President, CX Division, NICE, said, “There are many government services available to citizens and accessing these services can be a daunting task. With NICE’s new Integrated Front Door, local government can guide the citizen through the processes of determining what services are available and how to gain access. Additionally, state and federal agencies gain the ability to interact with citizens in real time, to fill out forms or sign up for a program or service. Automated self-service re-enrollment in Medicaid is a great example of this in action.”