Contact Center Solutions Featured Article

Salesforce CXone Agent Announced

January 24, 2018

Contact center operations are a vital component delivering an exceptional customer, and as such, are garnering growing focus. This omni-channel, customer service is evolving via integration. As silos between CRM, WFO and contact center solutions come down, sales numbers and overall performance can improve rather quickly.

This week, NICE inContact announced the general availability of the NICE inContact CXone Agent for Salesforce on the Salesforce AppExchange. With the addition, users can take advantage of a robust contact center experience, with WFO, customer history, controls and more all within the same application.

With the NICE inContact CXone Agent for Salesforce in place, contact center agents can access all pertinent information via one login, one screen. This type of streamlined functionality means much in terms of average call times, response rates and workforce optimization matters such as time-off requests or scheduling notifications.

"Companies looking to improve agent satisfaction and productivity can now get an improved agent experience in Salesforce by adding CXone Agent for Salesforce,” said Paul Jarman, CEO of NICE inContact. "The integrated cloud solution can be up and running quickly with plug and play deployment for companies using Salesforce Sales Cloud or Service Cloud. With one unified agent desktop, contact center agents have what they need to do their job without having to switch back and forth between applications.”

With innovation fast and furious in the contact center, this space is growing increasingly competitive. As future-forward contact center solutions must adhere to the demands of our omni-channel, digital, millennial crafted reality. What does this mean? Well, automation, artificial intelligence, chat bots, all the self service customers can handle, and promising that when a human being does pick up the phone the conversation has context.

Contact center solutions can make or break operations…choose wisely.  

Edited by Mandi Nowitz