Innovation advances CXone Agent for Salesforce
with digital channel elevation and enhanced agent experience
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced new enhancements to CXone Agent for Salesforce that
enables omnichannel experiences for customers – defined as not
starting over when switching channels. 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.
“Today’s customers expect only the best from each and every
brand they interact with, every time. NICE inContact is excited to
announce further enhancements to our integration with Salesforce,
to deliver great customer experiences,” said Paul Jarman, NICE
inContact CEO. “CXone Agent for Salesforce new native interface
for Salesforce helps power easier and more convenient experiences
for both agents and customers alike, helping contribute to
increased satisfaction and loyalty.”
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.
- Agents can elevate Salesforce digital channels to CXone voice
in a single click, reducing friction, empowering faster and more
convenient customer experiences, and simplifying customer journey
analysis with a unified interaction record.
- Agents also have the ability to handle up to 25 interactions
concurrently, driving agent productivity up and customer wait times
down.
- The sleek, intuitive interface enables Salesforce Lightning
customers to streamline agent work and training. The simplified
design reduces agent effort by presenting agent functionality based
on their skill set and the context of the interaction.
- CXone Agent for Salesforce adds a global carrier-grade voice
channel and intelligent routing engine to customer interaction
channels. Adding CXone intelligent routing of 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 resource for each interaction –
allowing faster resolution of customer requests, fewer transfers,
and options to provide higher levels of service to premium
customers. In addition, CXone Agent for Salesforce offers embedded
workforce optimization (WFO) capabilities for agent scheduling,
coaching and quality management.
NICE inContact is a Platinum ISV Partner and has high ratings
from customers on Salesforce AppExchange.
NICE inContact also recently introduced new CXone Packages
integrated with Salesforce which add global carrier-grade voice,
intelligent routing for Salesforce digital channels, embedded
workforce optimization, and speech/text analytics. CXone Packages
for Salesforce enables customers to expand 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.
NICE inContact empowers organizations to maximize the value of
their customer relationship management (CRM) and contact center
technologies through its combination of contact center
functionality and expertise, coupled with its breadth and depth of
integrations with market-leading CRMs. These latest enhancements
are the first of many exciting CRM integration innovations NICE
inContact is developing.
NICE inContact was named for the fifth consecutive year a Leader
in the Gartner Magic Quadrant for Contact Center as a Service,
North America1 report. In The Forrester Wave™: Cloud Contact
Centers, Q3 20182, NICE inContact CXone was named a Leader,
positioning CXone among the most significant cloud contact center
solutions in the market.
Gartner disclaimer Gartner does not endorse any vendor,
product or service depicted in its research publications, and does
not advise technology users to select only those vendors with the
highest ratings or other designation. Gartner research publications
consist of the opinions of Gartner's research organization and
should not be construed as statements of fact. Gartner disclaims
all warranties, expressed or implied, with respect to this
research, including any warranties of merchantability or fitness
for a particular purpose.
Salesforce, Lightning, AppExchange and others are among the
trademarks of salesforce.com, inc.
About NICE inContact CXone NICE inContact CXone is the
leading cloud customer experience platform. Only CXone unifies
Omnichannel Routing, Analytics, 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, leading scalability and reliability
(guaranteed 99.99 percent uptime), and carrier-grade connectivity
(guaranteed voice quality).
About NICE inContact 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
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 Statements This 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.
----------
1 Gartner, “Magic Quadrant for Contact Center as a Service,
North America,” Drew Kraus, Steve Blood, Simon Harrison 15 October
2019. 2 Forrester Research, Inc. “The Forrester WaveTM: Cloud
Contact Centers, Q3 2018,” Art Schoeller, with Daniel Hong, Sara
Sjoblom, and Peter Harrison; September 25, 2018.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20191028005328/en/
Corporate Media Cheryl Andrus, +1 801 320 3646
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Yisca Erez +972 9 775 3798, , CET ir@nice.com
NICE (NASDAQ:NICE)
Historical Stock Chart
From Aug 2024 to Sep 2024
NICE (NASDAQ:NICE)
Historical Stock Chart
From Sep 2023 to Sep 2024