SALT LAKE CITY–(BUSINESS WIRE)–
With API integrations with Salesforce, CXone intelligently routes interactions to advance omnichannel chump account and admission abettor efficiency
NICE inContact, a NICE (NICE) business, today appear NICE inContact CXone abutment for able acquisition of omnichannel chump interactions natively in Salesforce Alive Abettor and commitment of added workforce admission (WFO) aural the Salesforce user interface. CXone helps agents be added able by administration omnichannel chump interactions and accessing WFO functionality from aural the accustomed Salesforce abettor user interface. Integrations amid CXone and Salesforce automatically accommodate the advice agents charge to bear alone account and outstanding chump experiences.
“Companies of all sizes are attractive to drag customer, accomplice and abettor adventures to bigger attempt and grow,” said Mike Wolff, SVP, All-around ISV Partners, Salesforce. “By leveraging the ability of Salesforce, and through affiliated innovation, NICE inContact provides barter with new means to ability aberrant chump adventures via an automated and chip abettor desktop.”
Increase Efficiency, Advance Alone Account with Omnichannel Natively Inside SalesforceCXone Omnichannel Acquisition abutment of Salesforce Alive Abettor cases and chats, via API integration, provides avant-garde skills-based acquisition capabilities for omnichannel interactions natively in the Salesforce Alive Abettor UI. This helps ensure that barter are affiliated with the best abettor to advice them get answers or dness issues, and agents can calmly handle interactions in the built-in Salesforce Omni-channel accoutrement – a accustomed interface that reduces training requirements and increases productivity.
Increase Abettor Assurance with Added Chip WFO FunctionalityTight affiliation of CXone WFO Pro aural Salesforce lets agents calmly admission WFO functionality after abrogation Salesforce, and includes WFO notifications, agenda access, time-off requests, about-face bidding, affection evaluations and coaching. New abettor self-assessments functionality and CXone Affection Administration Analytics Pro added enhances abettor ability and engagement.
Agent self-assessments let agents accommodate claimed acknowledgment on their achievement to actualize two-way chat with admiral for coaching, acquirements and improvement. CXone QM Analytics Pro is a new omnichannel affection administration offering, absolutely chip with Salesforce, that applies accent and argument ytics to automatically define the appropriate interactions for affection evaluations and abettor apprenticeship sessions – allowance managers and admiral assignment added calmly and effectively. Managers and admiral can use automated assay of chump sentiment, additional predefined or custom-defined categories and phrases, to baddest the appropriate articulation or agenda interactions for assay to accumulate agents on bulletin and on clue to advance their skills.
“Winning companies in today’s aggressive acquaintance abridgement body adherence and advancement with aberrant chump experiences,” said Paul Jarman, CEO NICE inContact. “NICE inContact CXone continues to innovate to accomplish anniversary agent’s job easier and added agreeable so they can bear outstanding chump adventures and advice drive topline and basal band growth. As a Salesforce Platinum ISV Partner, we’re focused on accouterment barter a unified and chip acquaintance that works calmly as allotment of the abettor desktop.”
Additional Enhancements Boost Abettor Abundance with Chip WebRTC Softphone and Distinct Assurance OnNew chip WebRTC softphone supports accessible administration for all chump articulation interactions, both entering and outbound. With new distinct assurance on (SSO), agents are automatically logged into CXone on Salesforce, eliminating the charge to advance assorted user accreditation and allowance to advance security.
About NICE inContact CXone Abettor for SalesforceNICE inContact CXone Abettor for Salesforce enables acquaintance centermost agents to handle omnichannel interactions in a circumscribed interface, while skills-based acquisition ensures barter are baffled to the best-qualified abettor to handle their request, behindhand of channel.
Built on the Salesforce belvedere and chip with Salesforce Account Cloud, Salesforce Sales Cloud, and Salesforce Health Cloud, NICE inContact CXone Abettor is currently accessible on the AppExchange at https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000B4BKsEAN.
NICE inContact is a Salesforce Platinum ISV Accomplice with top ratings from barter on Salesforce AppExchange.
NICE inContact Sponsoring, Announcement at Dreamforce 2018NICE inContact is a brownish sponsor at Dreamforce 2018, one of the best avant-garde software conferences of the year. NICE inContact is announcement at berth #120 in the Dreamforce Chump Success Expo, debuting a alive audience of omnichannel alternation acquisition natively in Salesforce and added chip WFO functionality.
Salesforce, AppExchange, Dreamforce and others are amid the trademarks of salesforce.com, inc.
About NICE inContactNICE inContact is a billow acquaintance centermost software baton alms a cutting-edge billow chump acquaintance platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Billow Foundation. NICE inContact’s band-aid empowers organizations to accommodate aberrant chump adventures by acting smarter and responding faster to chump expectations. NICE inContact’s DEVone developer affairs is an all-encompassing accomplice ecosystem, accouterment applications from accomplice companies on the CXexchange exchange that are advised to accommodate with CXone. NICE inContact is accustomed as a bazaar baton by Gartner, Ovum, IDC, Frost & Sullivan, DMG, and Ventana. www.niceincontact.com
NICE inContact is allotment of NICE (NICE), a apple arch provider [HH4] of both billow and on-premises action software solutions that empower organizations to accomplish smarter decisions based on avant-garde ytics of structured and baggy data. NICE helps organizations of all sizes bear bigger chump service, ensure compliance, action artifice and aegis citizens. Over 25,000 organizations in added than 150 countries, including over 85 of the Fortune 100 companies, are application NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All added marks are trademarks of their corresponding owners. For a abounding account of NICE’s marks, amuse see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis columnist absolution contains advanced statements as that appellation is authentic in the Private Securities Litigation Reform Act of 1995. Such advanced statements, including the statements by Paul Jarman are based on the accepted beliefs, expectations and assumptions of the administration of NICE Ltd. (the Company). In some cases, such advanced statements can be articular by agreement such as believe, expect, may, will, intend, project, plan, appraisal or agnate words. Advanced statements are accountable to a cardinal of risks and uncertainties that could account the absolute after-effects or achievement of the Aggregation to alter materially from those declared herein, including but not bound to the appulse of the all-around bread-and-er ambiance on the Company’s chump abject (particularly banking casework firms) potentially impacting our business and banking condition; competition; changes in technology and bazaar requirements; abatement in appeal for the Company’s products; disability to appropriate advance and acquaint new technologies, articles and applications; difficulties or delays in arresting and amalgam acquired operations, products, technologies and personnel; accident of bazaar share; an disability to advance assertive business and administration arrangements; and the aftereffect of anew allowable or adapted laws, adjustment or standards on the Aggregation and our products. For a added abundant description of the accident factors and uncertainties affecting the company, accredit to the Company’s letters filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The advanced statements independent in this columnist absolution are fabricated as of the date of this columnist release, and the Aggregation undertakes no obligation to amend or alter them, except as appropriate by law.
View antecedent adaptation on businesswire.com: https://www.businesswire.com/news/home/20180926005317/en/
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