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
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Paul Jarman[/caption]
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.