NICE Introduces New CXone Microsoft Teams Integration

New Teams integrations for Engage and CXone

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NICE-Introduces-New-CXone-Microsoft-Teams-Integration
Unified Communications

Published: January 27, 2021

Rebekah Carter - Writer

Rebekah Carter

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

Paul Jarman
Paul Jarman

As regulations regarding interaction recordings continue to develop, companies need the right solution across all channels. Contact Centres and back offices using NICE Engage can benefit from more complete, real-time recording solutions for all of their Teams-based conversations. This should help to improve global regulatory compliance strategies within a single platform. NICE Engage for Teams reliably records any available media source through Teams, including chat, video, and voice. All recordings are PCI DSS compliant.

Furthermore, NICE revealed that NICE Engage users can repurpose existing Advanced Interaction Recording channels to Microsoft Teams, reducing costs even further. The integration is available following a wide selection of integrations that extend Engage platform support from NICE to customers in need of new communication and collaboration tools.

According to Mike Ammerlaan, the Senior Director of the Microsoft 365 ecosystem, the rise of team members working from home has led to a massive increase in tools like Microsoft Teams, which allow employees to collaborate and resolve issues fast, from anywhere. The integration of Teams with NICE CXone and Engage technology will help to ensure that teams are equipped with the right technology to maintain strong connections across the company.

 

 

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