NICE, the leading provider of communication and customer experience tools, recently announced the availability of integrated features between the NICE inContact CXone solution, and Microsoft Teams. The integrated capabilities will power better business-wide collaborations for happier customers, faster service, and stronger business results.
NICE further revealed that integrated capabilities are also now available for NICE Engage with Microsoft Teams, set to empower real-time recording and compatibility with a variety of applications. The latest enhancements to the CXone for Teams solution integration will further simplify the agent experience and boost resolution time, according to NICE.
Bringing New Benefits to CX Teams
According to the CEO of NICE inContact, Paul Jarman, fantastic customer experiences are crucial for any business right now. Organisations must strive to create a community of engaged and loyal advocates for long-term growth. Collaboration across the enterprise supports agents in delivering more engaging and effective interactions, further impressing customers.
CXone for Microsoft Teams delivers benefits like:
- Embedded CXone agent for quick and easy access to systems, tools, people, and anything else they need within Teams
- Custom workspaces where agents can effortlessly access their most valuable applications and websites, including corporate sites, knowledgebases, and CRMs, reducing time lost on switching between tools
- Synchronised CXone directories that automatically import users from Teams and displays their presence to help agents easily see the availability of their co-workers and connect at the right time
The new capabilities offer an excellent complement to the CXone solution for Voice Connectivity on Teams, which allows customers to protect their interactions through secure and global voice services.
Greater Compliance Support
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Paul Jarman[/caption]
