With API integrations with Salesforce, CXone
intelligently routes interactions to improve omnichannel customer
service and increase agent efficiency
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced NICE inContact CXone support for intelligent routing of
omnichannel customer interactions natively in Salesforce Live Agent
and delivery of enhanced workforce optimization (WFO) within the
Salesforce user interface. CXone helps agents be more efficient by
handling omnichannel customer interactions and accessing WFO
functionality from within the familiar Salesforce agent user
interface. Integrations between CXone and Salesforce automatically
provide the information agents need to deliver personalized service
and outstanding customer experiences.
“Companies of all sizes are looking to elevate customer, partner
and employee experiences to better compete and grow,” said Mike
Wolff, SVP, Global ISV Partners, Salesforce. “By leveraging the
power of Salesforce, and through continuous innovation, NICE
inContact provides customers with new ways to power exceptional
customer experiences via an intuitive and integrated agent
desktop.”
Increase Efficiency, Improve Personalized Service with
Omnichannel Natively Inside SalesforceCXone Omnichannel Routing
support of Salesforce Live Agent cases and chats, via API
integration, provides advanced skills-based routing capabilities
for omnichannel interactions natively in the Salesforce Live Agent
UI. This helps ensure that customers are connected with the best
agent to help them get answers or resolve issues, and agents can
efficiently handle interactions in the native Salesforce
Omni-channel widget – a familiar interface that reduces training
requirements and increases productivity.
Increase Employee Engagement with Enhanced Integrated WFO
FunctionalityTight integration of CXone WFO Pro within
Salesforce lets agents easily access WFO functionality without
leaving Salesforce, and includes WFO notifications, schedule
access, time-off requests, shift bidding, quality evaluations and
coaching. New agent self-assessments functionality and CXone
Quality Management Analytics Pro further enhances employee
efficiency and engagement.
Agent self-assessments let agents provide personal feedback on
their performance to create two-way dialogue with supervisors for
coaching, learning and improvement. CXone QM Analytics Pro is a new
omnichannel quality management offering, fully integrated with
Salesforce, that applies speech and text analytics to automatically
pinpoint the right interactions for quality evaluations and agent
coaching sessions – helping managers and supervisors work more
efficiently and effectively. Managers and supervisors can use
automatic analysis of customer sentiment, plus predefined or
custom-defined categories and phrases, to select the right voice or
digital interactions for review to keep agents on message and on
track to develop their skills.
“Winning companies in today’s competitive experience economy
build loyalty and advocacy with exceptional customer experiences,”
said Paul Jarman, CEO NICE inContact. “NICE inContact CXone
continues to innovate to make each agent’s job easier and more
engaging so they can deliver outstanding customer experiences and
help drive topline and bottom line growth. As a Salesforce Platinum
ISV Partner, we’re focused on providing customers a unified and
integrated experience that works easily as part of the agent
desktop.”
Additional Enhancements Boost Employee Productivity with
Integrated WebRTC Softphone and Single Sign OnNew integrated
WebRTC softphone supports easy handling for all customer voice
interactions, both inbound and outbound. With new single sign on
(SSO), agents are automatically logged into CXone on Salesforce,
eliminating the need to maintain multiple user credentials and
helping to improve security.
About NICE inContact CXone Agent for SalesforceNICE
inContact CXone Agent for Salesforce enables contact center agents
to handle omnichannel interactions in a consolidated interface,
while skills-based routing ensures customers are routed to the
best-qualified agent to handle their request, regardless of
channel.
Built on the Salesforce platform and integrated with Salesforce
Service Cloud, Salesforce Sales Cloud, and Salesforce Health Cloud,
NICE inContact CXone Agent is currently available on the
AppExchange at
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000B4BKsEAN.
NICE inContact is a Salesforce Platinum ISV Partner with top
ratings from customers on Salesforce AppExchange.
NICE inContact Sponsoring, Exhibiting at Dreamforce
2018NICE inContact is a bronze sponsor at Dreamforce 2018, one
of the most innovative software conferences of the year. NICE
inContact is exhibiting at booth #120 in the Dreamforce Customer
Success Expo, debuting a live demo of omnichannel interaction
routing natively in Salesforce and enhanced integrated WFO
functionality.
Salesforce, AppExchange, Dreamforce and others are among the
trademarks of salesforce.com, inc.
About NICE inContactNICE inContact is a cloud contact
center software leader offering a cutting-edge cloud customer
experience platform. NICE inContact CXone™ combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation
and Artificial Intelligence on an Open Cloud Foundation. NICE
inContact’s solution empowers organizations to provide exceptional
customer experiences by acting smarter and responding faster to
consumer expectations. NICE inContact’s DEVone developer program is
an extensive partner ecosystem, providing applications from partner
companies on the CXexchange marketplace that are designed to
integrate with CXone. NICE inContact is recognized as a market
leader by Gartner, Ovum, IDC, Frost & Sullivan, DMG, and
Ventana. www.niceincontact.com
NICE inContact is part of NICE (Nasdaq: NICE), a world
leading provider [HH4] of both cloud and on-premises enterprise
software solutions that empower organizations to make smarter
decisions based on advanced analytics of structured and
unstructured data. NICE helps organizations of all sizes deliver
better customer service, ensure compliance, combat fraud and
safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are
using NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Paul Jarman are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20180926005317/en/
Corporate Media Contact:NICE inContactCheryl Andrus, +1
801 320
3646cheryl.andrus@niceincontact.comorInvestors:NICEMarty
Cohen, +1 551 256 5354, ETir@nice.comorYisca Erez +972 9 775 3798,
CETir@nice.com
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