The Record - Issue 20: Spring 2021

17 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. NICE launches Teams integration for CXone contact centre Synergy Technical develops cloud security assessment workshop Cloud solutions provider Synergy Technical has created the new cloud security assessment workshop, available to all Microsoft customers. It is designed to provide organisations with guidance on successfully implementing Microsoft 365 security features and navigating compatible security solutions. The workshop will focus on users’ security objectives and requirements, cloud usage and adoption, regulations, and frameworks as well as identify any dependencies. “We recognise that so many businesses want to improve their agility by moving to the cloud, but are uncertain about security,” says Rohana Meade, CEO of Synergy Technical. “A lot of organisations are struggling with where to start, and we know we can help.” Konica Minolta derives new value with Microsoft integrations Konica Minolta is embedding Microsoft solutions into two of its key products to enhance their capabilities. The digital workplace provider is opening its IT solution Workplace Hub to Windows. This increases application support flexibility while ensuring compatibility with a wide range of Microsoft solutions. By default, Workplace Hub can be natively connected to Azure Active Directory and acts as a ‘cloud-ready’ platform. Konica Minolta has also connected its print management solution Dispatcher Paragon to Microsoft Universal Print. In doing so, customers can move printing into the cloud – while accessing print cost accounting and detailed reporting.