Unified Communications (UC) Integrations with contact center software

CXone UCaas Integrations
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Expert access through synchronized presence and instant engagement

NICE inContact CXone UCaaS Integrations are pre-built adapters connecting the contact center to leading UC tools, facilitating expert access through synchronized presence and instant engagement, bringing together the two platforms in a unified agent interface. Connect your agent workforce in minutes with Microsoft, RingCentral, Zoom, LogMeIn, Atos and more. 

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

Learn more about our UCaaS Integrations

Connect your agent workforce in minutes
Reduce agent distractions
Provide a unified agent interface and ensure that availability of your agents is consistent and consolidated across UCaaS and your contact center
  • Let agents focus on a single interface
  • Integrate directly into My Agent eXperience - MAX
  • Automatically synchronize presence information
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
Support informal agents
Integration with unified communication tools enables informal agents to handle customer contacts in a structured, fully integrated manner, anywhere on any device.
  • Route calls to informal agents on any device
  • Expand options when agents are unavailable
  • Track and report on contacts routed to employees outside the contact center
Empower agents to collaborate with experts
Access expertise anywhere in your organization, in real time, to resolve increasingly complex customer interactions.
  • Access to presence information from a UC tool
  • Seamlessly integrate into agent interface
  • Enable agents to reach out to subject matter experts
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.