NICE CXone Agent for Salesforce - CTI / IVR / ACD / Dialer / Contact Center
Personalize Interactions with Omnichannel Context: Customers want agents to know who they are and what they want without long explanations. NICE CXone Salesforce Agent 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.
Top keywords
- agent5×2.99%
- agents4×2.40%
- customer4×2.40%
- cxone3×1.80%
- deploy3×1.80%
- salesforce3×1.80%
- agent efficiency2×1.20%
- contact2×1.20%
- customers2×1.20%
- cxone salesforce2×1.20%
- cxone salesforce agent2×1.20%
- deploy maintain2×1.20%
Cisco Customer Journey Platform Salesforce Edition for Sales and Service Clouds
Cisco CJP goes beyond agent desktop CTI integration. Cisco CJP delivers call center management, administration, routing and reporting from within Salesforce itself. Its customer, call and agent data is integrated into the Salesforce database for unified visibility, reporting and control. It adds IVR and call routing strategies driven by the data in Salesforce. It's easy to implement and cost-effective for a handful of agents and can scale to thousands. Open CTI Integration • Agent Screen Pop • Call Control • Click-to-call Build and Administer in Salesforce • Agents, Teams, Sites • Toll-free Numbers • Queues • Roles • Hours of Operation Manage in Salesforce • IVR Call Flow • Routing Rules ‒ Customer-based Routing using data in Salesforce –matches customers to agents based on need, demographics, status, value, or propensity to buy ‒ Service-level routing –adheres to speed of answer, calls per day or other commitments ‒ Agent-based Routing – Skill-based routing or uses Statistical Performance Analytics to score agents’ past performance and route calls to the best available agent • Reporting • Recording • Monitoring
Top keywords
- routing7×4.40%
- salesforce6×3.77%
- call5×3.14%
- agent4×2.52%
- agents4×2.52%
- data3×1.89%
- reporting3×1.89%
- calls2×1.26%