NICE inContact CXone Agent for Salesforce® Boosts CRM Value
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Consolidated agent desktop for fast, personalized service
NICE inContact CXone pre-built CRM Integrations consolidate 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 CRM data to identify customers and connect them to the ideal agent, improving first-call resolution, average handle time, and customer and agent satisfaction.
Deploy integrations for Salesforce, Oracle Service Cloud, Microsoft Dynamics, ServiceNow, Zendesk, SAP, NetSuite, SugarCRM and Bullhorn in hours and scale them as your contact center needs evolve.
And if you need to integrate with other off-the-shelf CRMs or your own custom-built system, you can engage one of our trusted DEVone Partners.
Personalize
every interaction with holistic customer view
Increase
agent efficiency with unified agent desktop
Improve
decision making with unified reporting
Connect
customers to the right resource, right away
Accelerate
Build self-service
routing workflows
CRM and Call Center Software Integration Features
Personalize interactions with context
Give agents 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 efficiency & independence
A consolidated agent interface seamlessly integrates into the CRM system by streamlining omnichannel contact handling and shortening agent ramp-up and interaction handling times
- Integrate contact center controls
- Provide agents a consolidated interface
- Simplify omnichannel interaction handling
Deploy & maintain with ease
Deploy an integrated solution in hours, not days or weeks. Download and apply updates or upgrades when it suits your schedule.
- Pre-built integrations that are ready to deploy
- Salesforce, Oracle, Zendesk, Microsoft Dynamics, and more
- Eliminate costs of custom integrations
- Quick access to newly developed functionality
Automate interaction handling
Our skills-based routing engine ensures 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 interactions
- Ensure routing to best qualified agent
- Self-service, automated workflows integrated with your CRM
Contact Center Packages for Salesforce
Take your Salesforce CRM to the next level. CXone Packages add global, carrier-grade voice and an intelligent routing engine to native Salesforce digital channels allowing customers to connect to the right agent using their preferred channel of choice. In addition, CXone Packages extend your Salesforce desktop agent with fully integrated quality management, workforce management, interaction analytics and customer feedback applications empowering agents to deliver the very best customer experiences.
What our Customers Say
"Screen pops display an incoming caller’s information from Salesforce so agents already know who they’re talking to....This saves 2-3 minutes per call."
Pauline Mulvey
Vice President of Enterprise Business Technology
Mitchell International
What is Call Center Software?
Call Center Software is a suite of tools that enable organizations to handle customer issues from any channel, improve the performance of their agents, analyze data, and achieve their customer experience goals. Most modern software platforms include automatic call distribution, interactive voice response, workforce management and optimization, a dialer for outbound communications, integration with Customer Relationship Management (CRM) systems, multichannel queues to handle different kinds of customer communications, and reporting.
