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workforce optimization

CXone UCaaS Integrations

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omnichannel routing

Enable seamless collaboration between contact center agents and experts in their organization

CXone UCaaS integration enables seamless collaboration between your contact center agents and experts anywhere in your organization. Easy-to-deploy, pre-built integrations provide a single solution for formal and informal contact center agents.

Extend

Handle contacts
anywhere

Access

Access business-wide
expertise

Improve

Improve customer
satisfaction

Boost

Boost agent
efficiency

Increase

Increase first
contact resolution (FCR)

Industry-leading UCaaS Integration software

 
QM

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
 
QM

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
 
QM

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
 
QM

Simplify implementation & maintenance

Using a pre-built solution, reduces costs associated with creating and maintaining a custom integration and speeds up deployment time.

  • Pre-built integrations that are ready to deploy
  • Scale seamlessly as requirements change
  • Eliminate custom integration costs
 

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call center software demo

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.

Ready to transform the way you achieve
your customer experience goals?

Call us at 1-866-965-7227 to talk
to a specialist

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a specialist

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Learn more about
our solutions

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