Elly Yates-Roberts |
Software company Nice has launched a new Microsoft Teams integration within its CXone contact centre, with the aim of improving collaboration between colleagues and enhancing the customer experience. Call centre agents can now access CXone from Teams and can use Nice’s Engage real-time recording service.
Features in the new CXone for Teams integration aim to simplify the agent experience and accelerate resolution time, by giving customer experience teams access to the tools, systems and people they need from within Teams. Custom workspaces have been designed to give agents quick access to the websites and applications they use regularly.
“Exceptional customer experiences are a business-wide priority, as fostering a community of loyal and engaged advocates is essential to long-term, sustainable growth,” said Paul Jarman, CEO of NICE inContact. “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.”
“More employees working from home has led to an uptick in collaboration tools like Microsoft Teams, which lets employees collaborate to resolve customer issues quickly and deliver great customer service from anywhere,” said Mike Ammerlaan, senior director of Microsoft 365 Ecosystem. “The NICE integration with Teams helps ensure employees are equipped with the right tools to connect with colleagues across the organisation, making agents’ jobs easier and improving the customer experience.”