cfo-au logo
Story image

NICE inContact integrates Teams, Dynamics into contact centre suite

28 May 2020

NICE inContact is one of the latest organisations to integrate Microsoft technologies including Teams and Dynamics 365 Customer Service into its contact centre software, as the industry looks toward unified communications tools to improve customer experience.

NICEinContact’s primary platform, CXone, brings together customer analytics, omnichannel routing, workforce optimisation, and automation and artificial intelligence, the company states.

Microsoft Teams is now integrated with NICE inContact CXone, which will allow contact centre agents to collaborate with others in order to close a case faster.

CXone voice connectivity for Teams provides a dedicated connection to its high-quality, global voice service. Agents are able to use Teams as a softphone when they interact with customers. 

Managers can also access to the full range of CXone real-time and historical reporting so that they can monitor key performance indicators (KPIs) and make data-driven decisions. 

Microsoft Dynamics 365 Customer Service adds voice connectivity and embedded agent controls, such as voice connectivity. It acts as a consolidated agent desktop that provides access to the tools and information agents need. 

With skills-based routing is available in Customer Service, so that organisations can use their customer data stored in Dynamics 365 to identify and connect customers to the best-fit agent, improving first call resolution, average handle time, and customer and agent satisfaction.

NICE inContact CEO Paul Jarman says that customers expect speedy and personalised service. “This requires that agents have collaboration tools and direct access to customer context so that they can quickly address customer needs.”

“We are excited to be part of the Microsoft Teams Connected Contact Center certification program, which provides access to valuable resources from Microsoft. This integration enables NICE inContact to provide customer experiences, powered by a collaborative and intelligent 360-degree view of the customer, with every interaction.”

Recently NICE inContact expanded its CXone@home offering for contact centre agents who work remotely.

The offering includes a complete suite of workforce engagement and optimisation (WFO) capabilities. The suite can ensure that employees remain productive while they work from home.

"Almost all businesses and government entities around the globe are dealing with changes in their contact centres due to the COVID-19 outbreak,” says Jarman. 

“Contact centre leaders are looking for continuity and the ability to serve their customers in a very dynamic environment in their day to day operations. Moving to the cloud with CXone is a fast, reliable and flexible approach with a sustainable and flexible system to address their needs both now and in the long run.”

Story image
Poly announces new Trio device and new personal speaker
The Trio C60 smart conferencing device and the Calisto 5300 personal speaker are bot Teams-enabled out of the box.More
Story image
Going back to work: Why we need to rethink enterprise ID cards
Australia and New Zealand are opening up again, and office workers are going back to their desks. Meanwhile, many companies still rely on outdated legacy card issuance systems, which offer little functionality or security assurances, and printing processes can be cumbersome.More
Story image
Interview: Checkmarx on the state of software security in Asia Pacific
"While the benefits of software are obvious, this proliferation also creates a massive and ever-evolving attack surface,” says Checkmarx A/NZ country manager Raygan Flores.More
Story image
Business climate stabilising for tech companies following COVID crisis - report
The survey shows technology companies are continuing to see customer interest in cybersecurity, cloud computing and other areas.More
Link image
A great ERP tool achieves a lot for your customers & financials
NetSuite’s cloud native SRP is not a project management tool that talks to your finance system. It's end-to-end project management capability for service professionals, integrated with NetSuite's full ERP solution. More
Story image
Modern applications helping organisations succeed during pandemic
"For years now, businesses have been on a mission to digitally transform themselves and their operations. This year's global pandemic served as a barometer for the true state of that digital transformation."More