Surfly, the market standard for co-browsing technology, announced that its integration with NICE inContact CXone is now available on CXexchange. With this integration users can instantly make use of Surfly’s universal co-browsing technology to upgrade existing CXone channels, such as Phone, Chat, or Email to an in-person experience online.
With co-browsing, contact center agents can deliver a personalized experience to meet customer needs faster and to deliver world-class customer experiences to improve NPS and conversion rates.
“We’re excited to be part of the NICE inContact CXone platform, which has been named a leader by Gartner Magic Quadrant for five consecutive years. We are thrilled that we can now enable thousands of contact center agents to raise the bar in customer service and exceed customer expectations,” said Nicholas Piël, CEO of Surfly.
Surfly’s universal co-browsing is a unique solution that allows an agent to join a customer interaction no matter where they are in their journey. With the integration of Surfly, organizations looking to enhance customer service interactions can now do so by assisting and guiding customers throughout their entire journey: across channels, systems and departments.
In a recent project, a Finnish company went live with a Surfly pilot in just under two hours, demonstrating an incredible 400% improvement in conversion rates, more engaged agents and a significant uplift in customer satisfaction and NPS.
“NICE inContact CXone empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. We welcome Surfly to CXexchange marketplace to provide customers using CXone with in-person experiences online. Contact center agents using co-browsing are able to better understand and solve customer problems quickly,” said Paul Jarman, CEO of NICE inContact.
About NICE inContact
NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. NICE inContact is recognized as a market leader by the leading industry analyst firms.
Surfly is the global market leader for co-browsing technology, powering in-person online experiences for more than 100,000 users and over 2 million sessions per year. Leading organizations use Surfly to upgrade existing Phone, Chat and Email channels with in-person online co-browsing experiences, resulting in greater customer satisfaction that exceeds expectations. Following an easy setup, organizations can humanize existing interactions across all channels, systems, and departments.
For more information, please visit http://www.surfly.com