NiCE Agent Workspace for Salesforce Embedded - OpenCTI
NICE CXone Agent for Salesforce embedded — Personalized Customer Experience
Overview
Salesforce Agent provides a call center solution in the cloud unifying the agent experience within Sales/Service Cloud. Increase agent efficiency, while improving customer experience with the CTI leader.
Improved CX: Save at least 2 minutes per call by synchronizing contact center and CRM information. Leverage customer data to optimize interaction routing. Improve CSAT scores by personalizing the omnichannel customer experience. Easy channel elevation.
Handle 10% more calls: Integrate contact center controls within Salesforce. Automatically create and map contact information to objects, e.g., cases, contacts, accounts and tasks. Skills-based routing directs digital channels to the best-suited agent.
Reduced training costs: No custom development required for this pre-built integration. Eliminate toggling between multiple applications & simplify the agent experience. Integrated WEM capabilities let agents manage schedules & performance in Salesforce.
Personalize Interactions with Omnichannel Context: Customers want agents to know who they are and what they want without long explanations. NiCE CXone Agent Workspace for Salesforce Embedded gives your agents a 360-degree view of the customer, including insights into interactions across all channels. Increase Agent Efficiency: When agents have too many screens & applications to juggle, customer service suffers. Our integration streamlines omnichannel contact handling while improving agent efficiency. Use customer data—caller ID, IVR input, customer number, etc.—or CXone skills-based routing to connect customers to the ideal agent or queue. Integrated WEM capabilities empower agents to manage their schedules and performance directly in Salesforce. Deploy & Maintain with Ease: Integrations can be difficult and costly to develop, deploy & maintain. CXone Salesforce Agent lets you deploy an integrated contact center solution in minutes and download updates as needed. With the industry’s most unified, multichannel cloud platform, NICE inContact is affordable, easy to manage, fast and flexible to implement. We provide solutions for: ACD, IVR, Dialer, CTI, WEM (QM/WFM), & Analytics.
Categories
- Business Needs
- SalesCustomer ServiceFinance
- Industries
- Financial ServicesGovernmentRetail
- Personas
- ConsultantSales Representative / ManagerService Agent / Supervisor
- FeaturesNo LimitsThis product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in HelpLightning ReadyOptimized for Salesforce orgs that use Lightning Ready.Managed PackageThis product is installed in your Salesforce org as a managed package and receives automatic upgrades.Accessible SolutionThis company indicates that their solution meets certain accessibility standards. To learn more, review the Accessibility Conformance Report provided by the company. We don't independently audit a solution's accessibility.
- No LimitsLightning ReadyManaged PackageAccessible Solution
Compatibility
- Required Salesforce ProductsThis solution requires these products in order to work. Before you implement the solution, check that you have these products.
- Sales CloudService CloudMarketing Cloud Engagement
- Compatible Salesforce ProductsThis solution is tested to work with and extends the value of these products, but doesn't require them.
- Sales CloudService CloudMarketing Cloud Engagement
- Salesforce Editions
- ProfessionalEnterpriseUnlimitedDeveloper
- Supported Languages
- DutchEnglishFrenchGermanItalianJapanesePortugueseRussianSimplified ChineseSpanishTraditional Chinese
- Accessibility