NICE inContact Announces New CXone Packages Integrated with Salesforce
March 20 2019 - 6:30AM
Business Wire
CXone Packages add global carrier-grade voice,
intelligent routing for Salesforce digital channels, embedded
workforce optimization, and speech/text analytics
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced NICE inContact CXone Packages for Salesforce, designed
specifically for Salesforce customers. The new CXone Packages,
integrated with Salesforce Service Cloud, provide a suite of cloud
native contact center applications that empower agents to
consistently deliver exceptional customer experiences and companies
to achieve business goals.
CXone Packages for Salesforce add a global carrier-grade voice
channel to digital customer interaction channels, in addition to an
intelligent routing engine. Adding CXone intelligent routing for
digital channels can improve the customer experience through
skills-based routing that combines agent proficiency with customer
attributes from Salesforce to find the best customer service agent
for each interaction – allowing faster resolution of customer
requests, fewer transfers between agents, and options to provide
higher levels of service to premium customers. Agents continue to
handle digital channels from within their familiar Salesforce
interface, and now with CXone agents will benefit by servicing
customer requests they have the skills and proficiency to quickly
and successfully resolve. In addition, CXone Packages for
Salesforce extend the Salesforce Lightning Service Console with
integrated workforce management, quality management, interaction
analytics, and customer feedback applications.
CXone Packages for Salesforce let customers select what they
need today, and then grow as their customer expectations and
contact center business needs evolve.
- Contact Center Core: adds global
carrier-grade voice, self-service IVR, integrated softphone, smart
routing for Salesforce digital channels, and advanced call and
screen recording.
- Contact Center Advanced: adds
workforce management, analytics-powered quality management,
gamification, advanced performance reporting, and executive
dashboards.
- Contact Center Complete: adds
speech and text analytics for customer interactions, and customer
feedback survey and analytics capabilities to continuously improve
the customer experience.
“Building customer loyalty and advocacy are a must in today’s
competitive customer experience economy. NICE inContact CXone
Packages for Salesforce give customer service leaders and agents
the tools they need to achieve their KPIs – all in their familiar
Salesforce desktop,” said Paul Jarman, CEO NICE inContact. “NICE
inContact is focused on providing customers with flexible,
affordable, and easy to implement solutions to power exceptional
customer and agent experiences.”
Organizations can try a CXone Package for Salesforce risk free.
There are no long-term contracts or termination penalties –
customers can cancel with 30 days’ notice.
For more information on CXone Packages for Salesforce click
here.
NICE inContact is a Salesforce Premier ISV Partner with top
ratings from customers on Salesforce AppExchange.
About NICE inContactNICE 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
inContact’s solution empowers organizations to provide exceptional
customer experiences by acting smarter and responding faster to
consumer expectations. NICE inContact’s DEVone developer program is
an extensive partner ecosystem, providing applications from partner
companies on the CXexchange marketplace that are designed to
integrate with CXone. NICE inContact is recognized as a market
leader by the leading industry analyst firms.
www.niceincontact.com
NICE (Nasdaq: NICE) is the world’s leading 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. NICE helps
organizations of all sizes deliver better customer service, ensure
compliance, combat fraud and safeguard citizens. Over 25,000
organizations in more than 150 countries, including over 85 of the
Fortune 100 companies, are using NICE solutions. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Paul Jarman are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20190320005259/en/
Corporate Media ContactCheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
InvestorsMarty Cohen, +1 551 256 5354, ET,
ir@nice.comYisca Erez +972 9 775 3798, CET, ir@nice.com
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