NICE inContact, a leading cloud communications company dedicated to customer experience, recently announced a new solution for customers. Businesses will now be able to integrate the Microsoft Teams collaboration service and Microsoft Dynamics 365 with NICE inContact CXone.
The combination of Microsoft Teams and CXone will give contact centre agents more control to collaborate with experts from elsewhere. The integration with Microsoft Dynamics 365’s customer service solution will provide embedded agent controls and voice connectivity. This enhances the consolidated agent desktop for the app that already offers boosted productivity.
NICE InContact CXone will now give consumers a comprehensive digital-first offering with omnichannel capabilities.
Transforming Experiences for Teams and Customers
According to the NICE InContact CEO, Paul Jarman, today’s NICE InContact customers expect the best experiences from brands. Clients want interactions to be fast and relevant to their needs. This requires agents to access the right contextual information and collaboration tools. NICE inContact is proud to be listed as part of the Microsoft Teams program for connected contact centres. This gives NICE access to valuable resources from Microsoft.
The new integrations will allow NICE to deliver more powerful customer experiences. At the same time, agents get an enhanced and intelligent view of the customer.
Contact centres will now be able to combine CXone and Teams to simplify the collaboration between subject-matter experts and agents across the organisation. The result should be an increase in operational efficiency and customer response time. The Microsoft Teams collaboration platform is transforming the way that people work on a foundational level.
New CXone voice connectivity for Teams will take that transformation even further. Users will now have access to a high-quality global voice service. Agents will be able to use Teams as a softphone for customer interactions, and managers can also access real-time and historical reporting.
Integrating with Dynamics 365 Customer Service
The new integrations with Microsoft also include a CXone integration for Dynamics 365. This solution improves Agent productivity and boosts customer personalization options. The CXone solution Microsoft Dynamics integrates voice connectivity to improve the supported messaging channels available from Microsoft.
The new solution comes with a consolidated agent desktop for easy access to critical information and tools. With NICE inContact and Microsoft, agents can engage more customers with bespoke experiences. Skills-based routing is also available in Customer Service. Organisations can use data stored in Dynamics 365 to identify customer needs and ensure they’re connected to the right agent straight away. This improves first call resolution ratios and average handling times.
The Dynamics 365 solution is an industry-leading service for customer relationship management. Dynamics provides agents and salespeople with effective tools for managing data and updating records. CXone Agent for customer service is available on AppSource and deploys in minutes.
NICE inContact empowers companies to make the most of their customer relationship management and collaboration solutions with seamless integrations with market-leading tools.
