Without question the customer must come first, but often this means putting customer service agents first. For years now the talk of user experience, customer journey, customer experience has run rampant, and it’s only recently that greater emphasis be placed on the agent experience, and agent engagement. Regardless of what workforce optimization software or contact center solution is in place, it’s mission critical to serve agents well with engaging tools. Remember, happy agents mean happy customers.
Recently, SpiceCSM became the newest member of inContact DEVone development program to aid in enhancing the NICE inContact CXone customer engagement platform. With SpiceCSM technology in place, customers can create a customer engagement hub as an extension of the CXone platform with deep integration into current systems, providing agents was a unified interface with guided and automated workflows.
“SpiceCSM is excited about partnering with NICE inContact to enable customers to easily create a complete Unified Customer Engagement Hub that further extends the CXone platform," says Mike Ryan, CEO of SpiceCSM. "We make possible a modern, application-focused approach leveraging existing systems and data sources now available on CXexchange. This provides powerful, automated and guided workflows that are often built and refined by internal citizen architects and business users who immediately transform the enterprise."
In specific, the addition of SpiceCSM enables improved contact center efficiency, a single interface to manage an omnichannel environment and the utilization of existing infrastructure with integration in any component – data source or system – that can further improves the customer experience.
Paul Jarman, CEO, inContact, noted “Contact center operations vary so vastly company to company and CXone customers can leverage our Open Cloud Foundation to customize the system for their contact center operations. The platform includes DEVone with extensive developer resources and CXexchange with the most extensive ecosystem of any cloud provider. We welcome SpiceCSM as part of the CXexchange marketplace.”
The tools of the trade make a difference, especially in the contact center. Arming the front lines of customer service appropriately is integral, so choose your contact center solutions wisely.