​​​​​​NICE inContact CXone UCaaS Integrations

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Enable seamless collaboration between ​contact center agents and experts in their organization

​​NICE inContact CXone UCaaS integration enables seamless collaboration between your contact center agents and experts anywhere in your organization. Easy-to-deploy, pre-built integrations provide a single solution for formal and informal contact center agents.

  • Handle - contacts anywhere
  • Access - business-wide expertise
  • Improve - customer satisfaction
  • Boost - agent efficiency
  • Increase - first contact resolution (FCR)

​​​ ​Industry-leading CXone UCaaS Integration software


Support informal agents

Integration with unified communication tools enables informal agents to handle customer contacts in a structured, fully integrated manner, anywhere on any device.

  • Route calls to informal agents on any device
  • Expand options when agents are unavailable
  • Track and report on contacts routed to employees outside the contact center
 

 

Empower agents to collaborate with experts

Access expertise anywhere in your organization, in real time, to resolve increasingly complex customer interactions.

  • Access to presence information from a UC tool
  • Seamlessly integrate into agent interface
  • Enable agents to reach out to subject matter experts
 

 

Reduce agent distractions

Provide a unified agent interface and ensure that availability of your agents is consistent and consolidated across UCaaS and your contact center.

  • Let agents focus on a single interface
  • Integrate directly into My Agent eXperience- MAX
  • Automatically synchronize presence information
 

 

Simplify implementation & maintenance

Using a pre-built solution, reduces costs associated with creating and maintaining a custom integration and speeds up deployment time.
  • Pre-built integrations that are ready to deploy
  • Agent for Salesforce®, Agent for Oracle Service Cloud®
  • Scale seamlessly as requirements change
  • Eliminate custom integration costs
 


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