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#contactcenterworld, @inContact, @Microsoft
Salt Lake City, May 26, 2020 -- NICE inContact, a NICE business (Nasdaq: NICE), announced that companies can now integrate Microsoft Teams and Microsoft Dynamics 365 Customer Service with NICE inContact CXone. Together, CXone and Microsoft Teams allow contact center agents to smoothly collaborate with other experts for quicker case resolution. Our integration with Microsoft Dynamics 365 Customer Service provides voice connectivity and embedded agent controls, complementing the app’s consolidated agent desktop that boosts productivity and empowers personalized experiences. NICE inContact CXone delivers a comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market aimed at transforming experiences for customers and agents alike.
"Today’s customers expect nothing less than experiences that are both fast and personalized to their particular needs. This requires that agents have collaboration tools and direct access to customer context so that they can quickly address customer needs," said Paul Jarman, NICE inContact CEO. "We are excited to be part of the Microsoft Teams Connected Contact Center certification program which provides access to valuable resources from Microsoft. This integration enables NICE inContact to provide powerful customer experiences, powered by a collaborative and intelligent 360-degree view of the customer, with every interaction."
About NICE inContact:
NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is the industry’s largest partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone.
About Microsoft:
At Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them.
We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers.
Published: Wednesday, May 27, 2020
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