NICE inContact CXone Agent for SugarCRM 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 SugarCRM 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
• Increase efficiency with a consolidated agent interface
• Personalize every interaction for improved customer satisfaction
• Eliminate after-call work and improve data integrity with automatic data synchronization between CXone and SugarCRM
• Make better business decisions with a 360° view of the customer journey
• Accelerate operational agility with a tested, pre-built integration that easily scales as business needs evolve
Features and Benefits
Consolidated Agent Desktop & Skills-based Routing
Intuitive contact center controls (Answer, Hang Up, Hold, Remove from Hold, Conference, Transfer) are integrated in the SugarCRM desktop. Integrated softphone eliminates the need to purchase and configure a physical phone.
Use call data to identify the customer and route customers to the best agent or queue—for faster, more personal service.
View All FeaturesClick to Call
Initiate a call with a single click from within SugarCRM or any Chrome browser page.
View All FeaturesScreen Pops & Automatic Data Sync
Pop up the contextually correct SugarCRM object based on ANI match for inbound and outbound calls. Supports multi-match. Automatic data synchronization between contact center and SugarCRM to create a holistic customer journey.
View All FeaturesAgent desktop access to statistics
Agents can quickly access personal and team metrics for productivity, performance and assigned skills. Agents can view metrics for current day, previous day and last seven days.
View All FeaturesConsolidated Agent Desktop & Skills-based Routing
Intuitive contact center controls (Answer, Hang Up, Hold, Remove from Hold, Conference, Transfer) are integrated in the SugarCRM desktop. Integrated softphone eliminates the need to purchase and configure a physical phone.
Use call data to identify the customer and route customers to the best agent or queue—for faster, more personal service.
Click to Call
Initiate a call with a single click from within SugarCRM or any Chrome browser page.
Screen Pops & Automatic Data Sync
Pop up the contextually correct SugarCRM object based on ANI match for inbound and outbound calls. Supports multi-match. Automatic data synchronization between contact center and SugarCRM to create a holistic customer journey.
Agent desktop access to statistics
Agents can quickly access personal and team metrics for productivity, performance and assigned skills. Agents can view metrics for current day, previous day and last seven days.
Support
Phone Support: 1 (800) 826-8028Support Email: customerservice@niceincontact.com
Support Knowledge Base: https://support.niceincontact.com/
Terms & Conditions
Terms of Service: https://www.niceincontact.com/termsPrivacy Policy: https://www.niceincontact.com/call-center-software-company/legal/privacy-policy
