Workforce Management Featured Article
NICE inContact, Zendesk Pair CCaaS & CRM
The contact center space in running strong on collaboration, as a partnership/ecosystem approach is driving innovation and more importantly, results. Superior customer service is a good start to building a customer for life, and contact center solution providers know it.
NICE inContact and Zendesk announced a partnership that pairs the Zendesk customer service and engagement suite with the NICE inContact CXone to expand global presence with a robust joint solution.
“This exciting new partnership between NICE inContact and Zendesk will bring a holistic, seamlessly integrated solution to companies of all sizes across the globe. Together CXone and Zendesk enable a 360-degree view of the customer that powers exceptional experiences that drive customer loyalty and advocacy,” said Paul Jarman, NICE inContact CEO. “We’re pleased to partner with Zendesk to help organizations reduce agent effort and increase customer satisfaction, all while driving superior business outcomes.”
The duo delivers the power of the Zendesk CRM and CXone through the ease of one user-friendly interface. Contact center agents can be more productive, effective, engaged and efficient, in order to offer an elevated customer experience. The platform automatically synchronizes Zendesk customer records and CXone interaction data. The combined solution introduces more contextual experiences, as well as improving agent satisfaction, average handle time and first call resolution.
“We’re thrilled to partner with NICE inContact to provide contact center agents with an easy to use workspace integrating the tools needed to create more personalized customer experiences,” said David Williams, VP & GM, Zendesk Suite. “Understanding the customer, the context of their requests, and their history with your business is essential to delivering a seamless experience in this era of rising customer expectations.”
What’s in your contact center?
Edited by Maurice Nagle
