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NiCE CXone Agent Workspace for Salesforce Embedded OpenCTI
NICE CXone Agent for Salesforce embedded — Personalized Customer Experience
- Industries
- Financial ServicesGovernmentRetail
- Business Need
- SalesCustomer ServiceFinance
- Requires
- Sales CloudService CloudMarketing Cloud Engagement
- Compatible With
- Sales CloudService CloudMarketing Cloud Engagement
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.
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Step backwards in functionality
This app was described to our organization as an "upgrade" from the previous Salesforce Agent to address some issues we were having with agent connectivity. It was not disclosed to us that it no longer supports basic Salesforce integration features like screen-pops and Task creation. It also does not support the Omni-channel integration with status synchronization that the previous app did. Our org is now in the process of reverting after spending time and effort on configuration and training all of our agents. For anyone using the NICE Agent for Salesforce I would not recommend installing this app until it is at feature parity.
Sure, here's a refined version of that message: --- Michael Cook - Unfortunately, there are no screen pops with the new Salesforce integration. They've removed most of the features that were available in the previous version. However, you can create a "Search entities from Salesforce" workflow. By copying the ID from the Cxone Agent Integrations settings and referencing the ANI (phone number object) in a studio script, you can pass the phone number to search Salesforce for that number. Personally, I'm not impressed with this new package. They've taken away all the basic functions, and aside from the UI improvements, there's really nothing noteworthy.
The new CXone Agent for Salesforce does have screen pop and all the same features plus of the old Salesforce Agent. There is a different configuration for the new CXone Agent for Salesforce. It does not use the old Salesforce Agent Settings page. Details on configuration can be found in the Help page. Please work with your Account Manager for assistance.