One of the most challenging aspects of the CX professional’s role today is the complexity of the products they support, combined with the volume of data available to them through application integrations. Agents may be managing 6 or 7 screens full of information, while simultaneously endeavouring to remain attentive and engaged with the customer they’re talking to.
Recognising the potential productivity and the quality impact this might have, NICE embeds the CXone agent directly into the CRM interface — which streamlines the agent experience, delivering benefits to both the customer and the enterprise.
“Our CRM integrations put everything the agent needs right at their fingertips, within the CRM desktop they’re already using,” explained Lisa Hotchkiss, Solutions Marketing expert for NICE. “They never have to navigate away from their main CRM screen — say Salesforce, for example. Agents can see the call come in even while they’re busy doing other work in Salesforce, and the caller ID will automatically pop up the customer profile, so everything’s right in front of them.”
A truly integrated agent experience
As well as full contact centre controls, agents who use Salesforce and Oracle Service Cloud can also access the CXone workforce engagement portfolio directly within the CXone agent — so their entire digital workspace is fully accessible, right where they are.
“They can see their schedule, they can request time off, see coaching that their supervisors have provided, all right within the Salesforce interface,” Hotchkiss continued.
CXone data is fully synchronized to the CRM, so nothing has to be duplicated or copy-pasted, including both written chat, call recordings, and notes made by the agent — thus reducing transcription errors and delays. And the conversation flows across multiple channels in a single conversation, making it easy to elevate a live chat into a voice call, for example.
The Customer at the Heart of the Interaction
Customers can connect with the contact centre on their channel of choice, and change channels within an interaction. This is a seamless transfer for the customer and also logged as a single interaction in one record. Omni-channel functionality of this nature enhances the user-centric approach to CX and encompasses chat, email, phone and SMS, and new social channels. And with interactions smartly routed via a combination of CRM data with a self-serve IVR, inbound customers reach the best agent to deal with their issue, first time, every time.
NICE CXone continues to expand their CRM integrations in response to their customers’ evolving needs. “We offer pre-built integrations for Salesforce, Oracle, Microsoft Dynamics, ServiceNow, Zendesk, SugarCRM, NetSuite, and other leading CRMs,” she added.
Smart interaction
In addition to the direct supervisor feedback agents receive, agents using CXone Agent for Salesforce can now add on Real-Time Interaction Guidance, which provides automated support to the agent — scaling as no human supervisor could, using AI to provide instant feedback during the call. And again, they can access this guidance without leaving the Salesforce interface.
“It gives agents immediate feedback with integrated, easy-to-understand prompts and specific recommendations to steer the conversation for a better customer experience,” Hotchkiss described. “It’s like having someone over your shoulder helping out in real-time, on every call. Maybe an agent speaks too quickly, or there are areas of their skill-set they need to build up, that the automated support can help to identify where they need to adjust their behaviours to improve empathy and build rapport with the customer.”
This combination of agent support and upskilling, and data flow and management, aligns the needs of the agent, their employer and the customer seeking support — leading to the best outcome for every interaction.
Watch this demo to discover how CXone empowers agents, supervisors, and admins to drive efficiency and deliver exceptional customer experiences with a total solution suite.
