NICE inContact, a NICE business announced the availability of Workforce Optimization (WFO) functionality available with NICE inContact CXone Agent for Salesforce on the Salesforce AppExchange. In addition to the comprehensive contact center controls and customer information displayed on a single, unified screen, agents can now easily access crucial WFO features within the same application.
Since the CXone interface is embedded within the Salesforce platform, agents no longer have to navigate multiple screens or logins, —resulting in faster response times and reducing call duration. Scheduling features include viewing current schedules, submitting and managing time off requests, schedule bidding and notifications for scheduling changes and time off approvals. Agents can also view quality evaluations and assigned coaching packages for individual feedback and areas for improvement, as well as self-guided training.
“Everyone and everything is getting smarter and more connected than ever before, and companies are looking to transform the way they connect with customers, partners and employees,” said Kori O’Brien, SVP, ISV Sales, Salesforce. “By leveraging the power of the Salesforce Platform, NICE inContact provides customers with an exciting new way to increase agent productivity and job satisfaction with built-in workforce optimization features.”
The latest version of CXone Agent for Salesforce brings together NICE inContact CXone Omnichannel Routing and Workforce Optimization to create a better customer and agent experience. The application is part of the NICE inContact CXone platform that empowers organizations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations. To meet the needs of organizations of all sizes, CXone combines omnichannel routing, workforce optimization, analytics, automation and artificial intelligence (AI)—all on an open cloud foundation.
“Companies looking to improve agent satisfaction and productivity can now get an improved agent experience in Salesforce by adding CXone Agent for Salesforce,” said Paul Jarman, CEO of NICE inContact. “The integrated cloud solution can be up and running quickly with plug and play deployment for companies using Salesforce Sales Cloud or Service Cloud. With one unified agent desktop, contact center agents have what they need to do their job without having to switch back and forth between applications.”
NICE inContact CXone Agent for Salesforce enables contact center agents to handle omnichannel interactions in a consolidated interface, while skills-based routing ensures customers are routed to the best-qualified agent to handle their request regardless of channel.