<div id="readability-page-1"><p>SAINT JOHN, New Brunswick, Dec.  15, 2025  (GLOBE NEWSWIRE) -- Procedureflow, the intelligent knowledge management platform, today announced its integration with NiCE CXone that embeds real-time, step-by-step visual guidance directly into the agent desktop. By bringing governed visual processes into the tools agents already use, contact centers can reduce average handle time (AHT), see a drop in escalations, and deliver more consistent customer experiences across every channel.</p>  <p> Image: Procedureflow’s NiCE CXone integration delivers real-time, step-by-step visual guidance <br/></p>  <div><p>Industry analysts reinforce the impact of strong knowledge practices on CX. As Forrester notes, <em>“One of the top three drivers of customer service success is agent knowledge.”</em> [1]</p><p>In today’s contact centers, knowledge is often fragmented across disconnected systems and long, text-heavy documents. Industry research shows that 50% of executives say critical knowledge is still siloed, and 55% point to data quality as a top challenge leaving agents and decision-makers spending over 15 minutes just to find information or complete routine tasks.[2] Visual diagramming and guided workflows are emerging as keyways to shorten training cycles and improve agent performance for both new hires and existing staff.</p></div>  <p>The new <strong>Procedureflow + NiCE CXone integration</strong> is designed to address these challenges head-on. NiCE provides the <strong>AI-enabled agent desktop and real-time context</strong>, while Procedureflow delivers <strong>governed visual guidance </strong>together they put the right process in front of the right agent at the right moment. NiCE’s AI monitors the conversation, analyzes sentiment, and identifies intent (for example, a customer reporting a lost credit card), then presents a short summary and a direct link to the relevant Procedureflow guide, which walks the agent through every step to ensure an accurate resolution.</p>  <p><strong>The Procedureflow x NiCE CXone integration helps contact centers overcome:</strong></p>  <ul type="disc"><li>Fragmented, siloed knowledge across multiple systems</li><li>Long training cycles and slow time to proficiency</li><li>Inconsistent processes, compliance risk, and higher handling times<br/></li></ul>  <div><p>“Partnering with NiCE allows us to offer agents additional tools and insights to better serve customers,” said </p>Dan Keddy<p>, 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.”</p><p><strong>About Procedureflow</strong></p></div>  <p>Procedureflow is the intelligent knowledge foundation built for today's AI-enabled service organizations. By structuring knowledge into governed and guided process workflows, it gives both agents and AI the context they need to deliver accurate, compliant answers every time. With unified omnichannel support, deep visibility into process performance, and an approach designed for real operational resilience, Procedureflow helps organizations build the trustworthy knowledge infrastructure required to scale AI with confidence and drive exceptional customer experiences</p>  <div><p>[1]. https://www.forrester.com/blogs/knowledge-management-solutions-are-super-powerful-but-choosing-the-right-one-is-hard</p><p>[2]. https://solutions.procedureflow.com/4-steps-knowledge-revolution-ebook</p></div>  <p>A photo accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/95718ea5-a3db-4027-b8ec-f1f513e41dfe</p>  Image: https://www.globenewswire.com/newsroom/ti?nf=OTYwMjQ1MiM3MzIyNzA5IzIzMDM5NzM=  <br/> Image: https://ml.globenewswire.com/media/MmQ1YmJhY2EtMDc3OC00YzUzLWJjNjYtNjhlYTU0ZjUzOGEwLTEzMTU1MjMtMjAyNS0xMi0xNS1lbg==/tiny/Procedureflow.png <pre>Media Contact: Sarah Jeanneault VP Marketing, Procedureflow Sarah.jeanneault@procedureflow.com</pre><p> Image: Primary Logo </p><div><div><p></p><h5>Procedureflow Announces NiCE CXone Integration to Deliver Real-Time Visual Guidance for Contact Center Agents </h5><p></p><p>  Image: https://ml.globenewswire.com/media/95718ea5-a3db-4027-b8ec-f1f513e41dfe/medium/procedureflow-announces-nice-cxone-integration-to-deliver-re.png  </p><p></p><h5>Procedureflow, the intelligent knowledge management platform, today announced its integration with NiCE CXone that embeds real-time, step-by-step visual guidance directly into the agent desktop. By bringing governed visual processes into the tools agents already use, contact centers can reduce average handle time (AHT), see a drop in escalations, and deliver more consistent customer experiences across every channel. </h5></div></div> Source: Procedureflow</div>

NICE

<p>Procedureflow 宣佈與 NiCE CXone 集成，將實時、逐步的視覺指導嵌入到客服代理桌面中。此項集成旨在減少平均處理時間，降低升級率，並提供一致的客户體驗。它解決了知識碎片化、培訓週期長和流程不一致等挑戰。NiCE 的人工智能監控對話並提供相關的 Procedureflow 指導，以確保準確的解決方案。此次合作增強了代理的工具和洞察力，從而提升客户服務質量</p>

Procedureflow 宣佈與 NICE CXone 集成，以為聯絡中心座席提供實時的視覺指導