For a residential solar provider, the lead qualification process for its inside sales team was largely manual, time consuming and error prone. But by using CRM integrations, Studio framework actions and CXone APIs, the company built a new system that has armed inside reps with local-market knowledge and streamlined the sales process. As a result, CX has improved, and sales are up substantially.
City Furniture Uses CXone Metrics, Visibility to Boost Performance
Before City Furniture’s contact center moved to NICE’s CXone cloud CX platform, many of its processes were still manual, including scheduling in Excel. But since then, the company has enjoyed a whole new awareness in ways to improve—and how even small improvements can have a major impact on the business and the quality of customer care. City Furniture continues to discover the many advantages of the “awesome” CXone system.
CXone Agent for Zendesk Datasheet
Enhance the Value of Your CRM Keeping contact center agents focused and productive is easier when their work takes place within the familiar CRM environment they know. CXone Agent for Zendesk displays contact handling controls, along with contact and customer information, in a single, unified interface—their Zendesk Console. 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 to every customer. CRM data can be used to identify customers and connect them to the ideal agent, improving first-call resolution, average handle time, and customer and agent satisfaction. CXone Agent for Zendesk deploys in hours and scales as your business needs evolve.
CX Transformation Benchmark ; Business Goals and Metrics 2019
Discover why so many businesses are abandoning on-premises contact center technology and transitioning to a cloud platform. Plus, get insights on how you can provide the seamless omnichannel experiences 91% of customers expect today.