White Paper: 2019 NICE inContact CX Transformation Benchmark, Global Findings: Business vs. Consumer
White Papers
Consolidated agent desktop for fast, personalized service
NICE inContact CXone Agent for Oracle Service Cloud consolidates your customer context and contact center controls into a single interface, for more efficient agents and exceptional experiences. With quick and easy access to the tools and information they need, agents can handle more interactions in less time—and deliver more personalized service. Use your Oracle data to identify customers and connect them to the ideal agent, improving first-call resolution, and average handle time. With embedded workforce engagement (WEM) capabilities, agents can easily manage schedules, coaching and quality management. Deploy your integration in hours and scale as your business needs evolve.
Personalize
every interaction with holistic customer view
Increase
agent efficiency with unified agent desktop that includes embedded WEM
Improve
decision making with unified reporting
Connect
customers to the right resource, right away
Accelerate
operational agility with a tested, pre-built integration
CXone Agent for Oracle Service Cloud Benefits
Personalize interactions with context
Empower agents with a 360-degree view of the customer, including insights into previous interactions, regardless of channel.
- Synchronize interaction data and history
- Give agents insight into the customer's journey
- Tie back to voice call recordings
- Save and add comments to customer records
Increase agent productivity
Reduce agent effort and interaction handle times with a consolidated desktop that embeds CXone controls—including WEM capabilities—inside Oracle Service Cloud
- Intuitive contact center controls seamlessly integrated in the Oracle RightNow Agent Desktop
- Simplify omnichannel interaction handling
- Empower agents to manage their schedules, coaching sessions, and performance without leaving Oracle Service Cloud
Automate interaction handling
Ensure every contact is automatically delivered to the best available agent, based on agent skills, agent skill level, customer profile, and contact center data.
- Leverage customer data to optimize voice and digital interactions
- Ensure customers are routed to the most qualified agent
- Integrate self-service, automated workflows with your CRM
Make better decisions with unified reporting
Combine the wealth of customer information from both your contact center and Oracle system so agents can gain advanced insight into each customer journey.
- Improve the scope, quality and accuracy of customer data through automatic synchronization
- Enable agents with holistic customer data so they can determine the next best action
- Make more informed decisions across every aspect of your business
Deploy & maintain with ease
Deploy an integrated solution in hours, not days or weeks, and apply newly developed functionality when it suits your schedule.
- Flexibly scale and quickly deploy agents and functionality as needed
- Eliminate costs of custom integrations
- Quickly and easily download and apply updates or upgrades
