NICE inContact CXone Agent for Zendesk

NICE inContact CXone Agent for Zendesk consolidates your customer context and contact center controls into a single interface, for more efficient agents and exceptional experiences. With quick and easy access to the tools and information they need, agents can handle more interactions in less time—and deliver more personalized service. Use your Zendesk CRM data to identify customers and connect them to the ideal agent, improving first-call resolution, average handle time, and customer and agent satisfaction. Deploy in hours and scale as your business needs evolve.

Benefits:

• Personalize every interaction
  
• Identify customers using your Zendesk data to route them to best-suited resource
  
• Increase customer satisfaction by ensuring each contact is handled by the best-qualified resource.
  
• Shorten average handle time by delivering all relevant customer information to the agent before the interaction begins journey so they can deliver more personalized experiences that take less effort, make customers feel valued and set you apart from the competition.
  
• Improve Average Handle Time and First Call Resolution by reducing the number of transfers, consultations and follow-up calls.
  
• Increase agent satisfaction by empowering them to deliver better outcomes for customers and the business.
  

Increase agent efficiency

• Give your agents an integrated desktop for quick and easy access to the tools and information they need to handle more interactions in less time.
  
• Improve contact handle time by automatically delivering a holistic view of the customer’s history directly to your agent’s desktop so they can quickly determine the next best action.
  
• Streamline call handling with an integrated softphone and click-to-dial capabilities.
  
• Reduce after-call work by automatically updating your Zendesk system with contact center interaction data.
  
• Decrease agent effort with a unified desktop that eliminates the time spent navigating between separate applications.
  

Make better decisions

• Create holistic customer journey information by automatically synchronizing data between your contact center and Zendesk system.
  
• Improve the scope, quality and accuracy of your customer data by eliminating errors from manual updates so agents have the most current customer context.
  
• Enhance customer experiences by empowering agents with the most comprehensive and current customer insights.
  
• Empower agent self-management through performance and productivity reports.
  

Accelerate operational agility with a tested, pre-built integration

• Deploy in hours, not days or weeks.
  
• Eliminate the costs of building and maintaining custom-built integrations.
• Update and scale easily, when it suits your schedule and business needs.

Available only to agents with “Talk - Partner Edition” seats (see https://www.zendesk.com/talk/pricing/).