Product FAQs

UCaaS Integrations are NiCE’s solutions that connect unified communications tools like Microsoft Teams, Zoom, and RingCentral with CX systems. These integrations enable seamless internal collaboration and faster access to the right expertise during customer interactions.

How do UCaaS Integrations work?

UCaaS Integrations improve communication and service delivery by:

• Linking contact center platforms with UC tools for instant access to subject matter experts
• Enabling real-time collaboration between agents and back-office teams
• Streamlining workflows by allowing in-platform voice, video, and chat
• Providing a unified workspace to manage both customer interactions and internal communications

What are the benefits of UCaaS Integrations?

These integrations enhance productivity and CX by:

• Reducing delays in resolving complex inquiries through faster collaboration
• Eliminating platform switching for agents and supervisors
• Increasing first-contact resolution rates by connecting agents to the right internal resources
• Improving overall efficiency and operational agility

How does this improve customer experience?

When agents can collaborate instantly and access expertise within their workflows, customers receive faster, more accurate answers, improving satisfaction and reducing frustration.

How does this create a NiCE world?

In a NiCE world, internal and external communications work in perfect harmony. UCaaS Integrations eliminate silos, enabling seamless teamwork that directly translates into smoother, more effective customer interactions.

Create a connected world, where unified communications empower smarter collaboration and better service.

See how it works in action

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Products FAQs