CXone Integrates with Microsoft Teams, Microsoft Dynamics 365 to Increase Efficiency

NICE inContact, a NICE business (Nasdaq: NICE), has announced that companies can now integrate Microsoft Teams and Microsoft Dynamics 365 Customer Service with NICE inContact CXone, the company said.

Together, CXone and Microsoft Teams allow contact center agents to smoothly collaborate with other experts for quicker case resolution. The integration with Microsoft Dynamics 365 Customer Service provides voice connectivity and embedded agent controls, complementing the app´s consolidated agent desktop that boosts productivity and empowers personalized experiences. NICE inContact CXone delivers a comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market aimed at transforming experiences for customers and agents alike.

CXone and Microsoft Teams Enable Easier, Faster Collaboration for Contact Centers
Contact centers can now combine Teams and CXone to simplify collaboration between agents and subject-matter experts across the organization to resolve customer issues, improve response time and operational efficiency. Teams is a unified communication and collaboration platform that is transforming the way millions of people work every day, including those in contact centers.

New CXone voice connectivity for Teams provides a dedicated connection to its high-quality, global voice service. Agents can use Teams as a softphone when they interact with customers. Managers will have access to the full range of CXone real-time and historical reporting so that they can monitor key performance indicators (KPIs) and make more informed, data-driven decisions.

NICE inContact CXone is the cloud customer experience platform. Only CXone unifies Customer Analytics, Omnichannel Routing, Workforce Optimization, and Automation & Artificial Intelligence — providing a seamless customer and agent experience — as part of one enterprise-grade, cloud native platform. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, scalability and reliability (guaranteed 99.99 percent uptime), and carrier-grade connectivity (guaranteed voice quality).

NICE inContact works with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry´s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience–every time and on every channel.

NICE (Nasdaq: NICE) is a provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data.