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 LogMeIn UC tools such as Jive, 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.
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 Jive by LogMeIn integration with CXone
Faster resolutions and stronger KPIs
Improve customer experiences and drive better results across your contact center with streamlined collaboration and top-notch voice services.
- Boost FCR by connecting with experts immediately, eliminating delays, escalations and follow-up interactions.
- Improve CSAT by seamlessly connecting customers to the experts who can resolve their complex questions in less time.
- Reduce dropped calls and abandon rates using high-quality, carrier-grade voice services, delivered over a secure connection with Microsoft’s Direct Routing component.
Easy business-wide collaboration
Access experts anywhere in your organization, in real-time, to quickly resolve complex customer interactions.
- Resolve complex issues faster by quickly finding and connecting with available subject-matter experts, no matter where they are in your organization.
- Click to connect with SMEs using the CXone directory that automatically synchronizes Teams contacts and their presence status.
- Use Teams as an agent softphone, eliminating the need for separate communication devices and time lost switching between them.
Increased capacity and efficiency
Extend your contact center capabilities with informal agents, plus simplify budgeting and implementation.
- Maintain service levels during unanticipated traffic spikes by using informal agents outside of your contact center to handle overflow calls.
- Simplify budgeting with predicable monthly costs that help you develop more accurate plans.
- Reduce deployment time and cost with a pre-built integration that eliminates customized development and scales easily as your business needs evolve.
