NICE CXone Agent for Microsoft Teams

NICE CXone Agent for Microsoft Teams is a pre-built unified communications and contact center integration that powers company-wide collaboration for faster service. The CXone Agent—embedded seamlessly within Teams—provides full contact center controls and synchronizes Teams contacts and presence information, for one-click access to experts across your organization. With frictionless collaboration and customizable Teams workspaces, agents can resolve complex issues faster than ever. This embedded agent can be used in conjunction with CXone Voice Connectivity for Microsoft 365, which provides global, carrier-grade voice services—delivered over a secure internet connection.

• Increase agent productivity with full CXone contact center controls embedded within the Teams application, eliminating time spent toggling between communications applications.
• Easily access available SMEs using the CXone directory that automatically syncs Teams users and displays their presence.
• Provide effortless access to the websites or applications agents need using the Teams’ custom workspaces.
• Boost FCR by connecting with experts immediately, eliminating delays, escalations, and follow-up interactions.
• Improve CSAT by seamlessly connecting customers to the experts who can resolve their complex questions in less time.