NICE inContact Empowers Omnichannel Experiences

NICE inContact, a NICE (Nasdaq: NICE) business, has announced new enhancements to CXone Agent for Salesforce that enables omnichannel experiences for customers — defined as not starting over when switching channels, the company said.

The CXone cloud platform integrates with Salesforce, adding a global carrier-grade voice channel, intelligent omnichannel routing for Salesforce digital channels and integrated workforce optimization (WFO) capabilities — enabling contact centers to deliver personalized customer experiences and improved agent productivity with a unified interface.

New CXone Agent for Salesforce Enables Channel Elevation and Reduces Agent Effort
The new Lightning-native interface for CXone Agent for Salesforce delivers enhanced functionality and a streamlined design that strengthens CXone integration with the market-leading CRM solution.

NICE inContact is the cloud contact center software leader with the world´s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation.

NICE provides both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.