Customers can access CXone contact center
controls from Teams for frictionless collaboration and use NICE
Engage real-time recording to ensure compliance
NICE (Nasdaq: NICE),
today announced the availability of new integrated capabilities
between NICE inContact CXone and Teams which power company-wide
collaboration for faster service, happier customers, and better
business results. The company also unveiled integrative
capabilities for NICE Engage with Microsoft Teams, empowering
real-time recording as well as compatibility with a range of
related applications.
The latest enhancements to the pre-built CXone for Teams
integration further simplify the agent experience and accelerate
resolution time:
- Embedded CXone agent gives CX teams quick and easy
access to the tools, systems and people they need — all directly
from within Teams.
- Synchronized CXone directory automatically imports Teams
users and displays their presence so agents can easily find, see
the availability of, and connect with experts anywhere in the
organization for frictionless collaboration, shorter handle time,
and higher first-contact resolution.
- Custom workspaces provide agents effortless access to
the websites and applications they use every day, including
knowledge bases, corporate websites and even leading CRMs,
eliminating time lost on navigating between multiple
applications.
These new capabilities complement CXone Voice Connectivity for
Teams, which enables customers to safeguard every interaction using
global, carrier-grade voice services.
“Exceptional customer experiences are a business-wide priority,
as fostering a community of loyal and engaged advocates is
essential to long-term, sustainable growth,” said Paul Jarman,
NICE inContact CEO. “Through greater collaboration across the
enterprise, agents are further empowered to deliver the speedy,
effective and engaging interactions they and customers increasingly
rely on. CXone for Microsoft Teams brings together the optimal
ingredients for contact center success – collaboration, expertise,
and a best-in-class platform.”
Extending NICE Engage evidence-keeping compliance support
As regulations for capturing interactions continue to grow,
businesses must ensure adequate recording coverage across all
communication channels. Contact Centers and back offices using NICE
Engage recording can now benefit from complete, real-time recording
coverage of all their Teams-based communications to support global
regulatory compliance strategies on a single platform. NICE Engage
for Teams can reliably record any available media source used
through Teams – from voice to screen and chats. With its real-time
streaming and recording capabilities, NICE Engage enables Teams
users to benefit from a range of solutions such as NICE Real-Time
Authentication and real-time notifications for both PCI DSS
compliance and recording assurance.
NICE Engage drives cost savings owing to real-time streaming
which eliminates the need for additional storage when recording
interactions. NICE Engage users can repurpose their existing
Advanced Interaction Recorder (AIR) channels to Microsoft Teams,
further reducing costs. This integration comes on the back of a
long line of integrations extending NICE Engage platform support to
meet the demands of shifting communication preferences.
With the pandemic forcing many businesses to operate remotely,
demand for tools that help staff stay connected has increased. As a
result, companies have embraced unified communications
applications, such as Teams, which now boasts 115 million active
daily users.
“More employees working from home has led to an uptick in
collaboration tools like Microsoft Teams, which lets employees
collaborate to resolve customer issues quickly and deliver great
customer service from anywhere,” said Mike Ammerlaan, senior
director, Microsoft 365 Ecosystem at Microsoft Corp. "The NICE
integration with Teams helps ensure employees are equipped with the
right tools to connect with colleagues across the organization,
making agents’ jobs easier and improving the customer
experience.”
About NICE inContact CXone NICE inContact CXone is the
leading cloud customer experience platform. Only CXone unifies
Customer Analytics, Omnichannel Routing, Workforce Engagement
Management, 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 works with
organizations of all sizes to create extraordinary and trustworthy
customer experiences that create 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 to help any company transform every
single customer interaction. See how our customer-centric expert
services, innovative software, extensive ecosystem of valuable
partnerships, and over a decade of global experience can help you
transform every experience and customer relationship for lasting
results. 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 Mr. Cooper and Mr. 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,” “seek,” “may,” “will,” “intend,” “should,”
“project,” “anticipate,” “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 changes in economic and
business conditions, including as a result of the COVID-19
pandemic; competition; successful execution of the Company’s growth
strategy; success and growth of the Company’s cloud
Software-as-a-Service business; 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; the Company’s dependency
on third-party cloud computing platform providers, hosting
facilities and service partners;, cyber security attacks or other
security breaches against the Company; the effect of newly enacted
or modified laws, regulation or standards on the Company and our
products and various other factors and uncertainties discussed in
our filings with the U.S. Securities and Exchange Commission (the
“SEC”). 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 SEC, 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.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210126005477/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com Cheryl Andrus, +1 801 320
3646, ET, 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
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