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NICE introduces new Microsoft Teams integration

NICE has announced the availability of new integrated capabilities between NICE inContact CXone and Teams, which power company-wide collaboration for faster service, happier customers, and better business results. The company also unveiled integrative capabilities for NICE Engage with Microsoft Teams, empowering real-time recording as well as compatibility with a range of related applications.

The latest enhancements to the pre-built CXone for Teams integration further simplify the agent experience and accelerate resolution time:

  • Embedded CXone agent gives CX teams quick and easy access to the tools, systems and people they need — all directly from within Teams.
  • Synchronised CXone directory automatically imports Teams users and displays their presence so agents can easily find, see the availability of, and connect with experts anywhere in the organisation for frictionless collaboration, shorter handle time, and higher first-contact resolution.
  • Custom workspaces provide agents effortless access to the websites and applications they use every day, including knowledge bases, corporate websites and even leading customer relationship management (CRM) systems, eliminating time lost on navigating between multiple applications. These new capabilities complement CXone Voice Connectivity for Teams, which enables customers to safeguard every interaction using global, carrier-grade voice services.

Paul Jarman, CEO, NICE inContact, said, “Exceptional customer experiences are a business-wide priority, as fostering a community of loyal and engaged advocates is essential to long-term, sustainable growth. Through greater collaboration across the enterprise, agents are further empowered to deliver the speedy, effective and engaging interactions they and customers increasingly rely on. CXone for Microsoft Teams brings together the optimal ingredients for contact centre success – collaboration, expertise, and a best-in-class platform.”

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Mark Atterby

Mark Atterby has 18 years media, publishing and content marketing experience.

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