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NICE inContact Taps CXone Integration with Microsoft Teams and Dynamics 365

Cloud Contact Center Solutions Provider Highlights the Effectiveness of its Embedded Agent Experience and Personalization Solutions

The world is shrinking and growing a shell around itself–  yet, we are far more connected today than we ever were before the lockdown took its current shape. Courtesy, digital collaboration tools, hundreds of businesses that feared once they would never reopen their services now have the courage to not only sustain their operations but also revitalize their growth roadmap. The unified Cloud Contact Center software companies, assisted by video collaboration, workforce optimization and call routing software platforms, lead the way for many such businesses. Microsoft and NICE are one of the leading tech enablers for these businesses.

Microsoft Teams Get CXone’s Unified Contact Center Platform for Omnichannel Routing

Today, world-class Cloud-based customer experience management platform NICE inContact has announced a key partnership with Microsoft. The companies would tap the power of CXone Call Center Software to seamlessly transform the way contact center agents collaborate with the agency members and partners.

From today, CXone would integrate with Microsoft Teams and Dynamics 365 Customer Service, empowering every agent with voice-based collaborations and embedded agent controls. The core of this integration lies in CXone’s unified Contact center platform for omnichannel routing, analytics, and workforce optimization, and self-service automation.

The integration would benefit sales reps, agents, and sales managers.

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Amid COVID-19-induced disruptions, most online businesses are adopting Unified CCaaS platforms to meet customers’ demands in real-time. Most customers seek a world-class experience while interacting with the products, agents and self-service dashboards. Agents, who use collaborations tools and agile omnichannel routing and analytics tools are much better prepared to provide each customer with a better context that helps to quickly address needs.

At the time of this announcement, Paul Jarman, NICE inContact CEO said, “We are excited to be part of the Microsoft Teams Connected Contact Center certification program which provides access to valuable resources from Microsoft. This integration enables NICE inContact to provide powerful customer experiences, powered by a collaborative and intelligent 360-degree view of the customer, with every interaction.”

5 Things CXone and Microsoft Integrations Offer to Agencies

  1. Faster, quicker and seamless collaboration for agents in real-time
  2. Simplified communication between agents and SMEs
  3. Quick resolution of customer issues, helping agents to enhance operational efficiency
  4. AI-powered agent assistance to performance agent performance using automated voice response and outbound dialer-base communications
  5. Direct access to the full range of CXone historical data and real-time analytics to make insights-driven decisions

In addition to integration with Microsoft Teams, The CXone Agent for Microsoft Dynamics Customer Service would also offer unique syncing capabilities. These include Voice Connectivity to further improve communications via digital messaging channels. These information bundles would directly integrate with Dynamics 365 CRM to further enhance the performance of the sales team, and accelerating the sales journeys with high-end CX capabilities.

Currently, the CXone Agent for Customer Service is available on Microsoft AppSource.

Source; Businesswire and NICE inContact

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