NICE inContact CXone Unified Communication as a Service (UCaaS) Integrations
Datasheets
Seamless collaboration between contact center agents and experts in the organization
NICE inContact CXone UCaaS Integrations are pre-built adapters connecting the contact center to Zoom UC tools facilitating expert access through video and collaboration bringing together the two platforms in a unified agent interface.
Drive cross-functional productivity, agent satisfaction and improved KPIs such as First Call Resolution and Average Hold time through instant engagement using both tools in a single agent interface.
Intelligent contact routing ensures agents collaborating internally through UC show unavailable for contact handling, resulting in reduced average hold time and improved CSAT.
Drive cross-functional productivity, agent satisfaction and improved KPIs such as First Call Resolution and Average Hold time through instant engagement using both tools in a single agent interface.
Intelligent contact routing ensures agents collaborating internally through UC show unavailable for contact handling, resulting in reduced average hold time and improved CSAT.
Utilize
UC and agent desktop without jumping back and forth between applications
Unify
One login for all tools and interfaces, creating seamless agent experience
Connect
with knowledge workers and SMEs across the organization
Collaborate
Beyond the confines of the contact center
Reduce
IT costs with a pre-built, well-tested solution
Benefits of Zoom integration with CXone
UCaaS & CCaaS, integration done right
A single, integrated agent view for handling calls and communicating within the entire organization
- Concurrent agent state on UC and contact center platforms prevents conflicting calls and ensures routing to available agents
- Get up-to-date contact information on anyone across the organization from within the contact center agent interface
- See real-time availability inside and outside the contact center
The entire organization, reachable with 1 click
Resolve increasingly complex customer interactions by using single-click call, chat and email to reach anyone in the organization
- Quickly connect with knowledge workers for assistance outside of the normal resolution flow
- Easy click-to-dial functions support warm hand-offs to SMEs
- Higher FCR rates, fewer failed transfers to or consult attempts
We pre-build, so you don’t have to
Reduce both costs involved in building a custom integration, as well as speeding up time to deployment
- Maintain a familiar cloud environment using the same tools, integrated seamlessly together
- Remain in control with customizations to map users, create rules and apply business attributes
- Simplify the UCaaS/CCaaS puzzle through simple licensing, scalability, and low capital expenditure
