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Hoboken, NJ, USA, Jan 26, 2021 -- NICE (Nasdaq: NICE) 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.

"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. 

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.

"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."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Wednesday, January 27, 2021