The face of customer service is changing, while operations still stem from the contact center, technology is enabling a new era of customer engagement through the power of innovation. Our omnichannel, always-on, always plugged-in world demands much from the contact center.
NICE inContact announced the CXone Agent is now available on the Salesforce AppExchange. With the addition, users gain the ability to unify the agent console to streamline agent and customer experiences.
Leveraging an open cloud foundation, CXone offers an amalgamation of artificial intelligence, automation, omnichannel routing, workforce optimization and analytics to empower team members to provide data-driven, effective customer service.
The CXone Agent feature set works in concert, as an integral component of customer service strategy, to enable improved engagement and interactions with clients. Built on the Salesforce Platform, and integrated with Salesforce Sales Cloud and Salesforce Service Cloud, it consolidates all interactions in a single interface, and leverages skills-based routing to ensure the most appropriate agent attends to the matter.
“By achieving Salesforce Platinum ISV Partner status, customers can be assured they are getting a unified app for contact centers that works easily as part of the agent desktop,” said Paul Jarman, CEO, NICE inContact. “Our powerful omnichannel routing with skills-based routing, matches customer information with Salesforce data so that customers can get their needs answered quickly with a knowledgeable agent who has the customer information ready to go on one desktop when they get the call, email, chat or work item.”
Salesforce is the undisputed leader in the CRM space, which is driving those in the contact center, workforce optimization and customer service spaces lining up to join the app marketplace. Delivering on customer expectations is a zero-sum game, so this arena is certainly heating up. This highly competitive space will continue to remain so, with technology separating the leaders of the pack.
What’s in your contact center?