NICE has announced brand new integrated capabilities between their inContact CXone and Microsoft Teams to empower company-wide collaboration.
The collaboration aims to deliver faster service, improved CX and better business results. The company also unveiled integrative capabilities for NICE Engage with Microsoft Teams, empowering real-time recording as well as compatibility with an array of related applications.
The latest enhancements to the pre-built CXone for Teams integration further simplify the agent experience and accelerate resolution time. Features include the embedded CXone agent to give CX teams quick and easy access to the tools, systems and people they need all directly from within Teams, a synchronised CXone directory to automatically import Teams users and display their presence. This will help agents easily find and see the availability of experts anywhere in the organisation for frictionless collaboration, shorter handle time, and higher first-contact resolution. Another feature is custom workspaces to provide agents effortless access to the websites and applications agents use every day. This includes knowledge bases, corporate websites and even leading CRMs, eliminating time lost on navigating between multiple applications.
These new features complement CXone Voice Connectivity for Teams and will enable customers to safeguard every interaction using global, carrier-grade voice services.
Exceptional customer experiences are a business-wide priority, as fostering a community of loyal and engaged advocates is essential to long-term, sustainable growth, said Paul Jarman, NICE InContact CEO. CXone for Microsoft Teams will bring together the optimal parts for contact centre success collaboration, expertise and a top of the range platform.
With COVID-19 forcing many businesses and their agents to operate from home, demand for tools that help staff stay connected has understandably increased.
Organisations have embraced unified communications applications, such as Teams, which now boasts 115 million active daily users, as a result of this.
