NICE inContact Announces Support for Routing Omnichannel Interactions Natively in Salesforce Live Agent

With API integrations with Salesforce, CXone intelligently routes
interactions to improve omnichannel customer service and increase agent

SALT LAKE CITY–(BUSINESS WIRE)–NICE inContact, a NICE (Nasdaq: NICE) business, today
announced NICE inContact CXone support for intelligent routing of
omnichannel customer interactions natively in Salesforce Live Agent and
delivery of enhanced workforce optimization (WFO) within the Salesforce
user interface. CXone helps agents be more efficient by handling
omnichannel customer interactions and accessing WFO functionality from
within the familiar Salesforce agent user interface. Integrations
between CXone and Salesforce automatically provide the information
agents need to deliver personalized service and outstanding customer

“Companies of all sizes are looking to elevate customer, partner and
employee experiences to better compete and grow,” said Mike Wolff, SVP,
Global ISV Partners, Salesforce. “By leveraging the power of Salesforce,
and through continuous innovation, NICE inContact provides customers
with new ways to power exceptional customer experiences via an intuitive
and integrated agent desktop.”

Increase Efficiency, Improve Personalized Service with Omnichannel
Natively Inside Salesforce

CXone Omnichannel Routing support of
Salesforce Live Agent cases and chats, via API integration, provides
advanced skills-based routing capabilities for omnichannel interactions
natively in the Salesforce Live Agent UI. This helps ensure that
customers are connected with the best agent to help them get answers or
resolve issues, and agents can efficiently handle interactions in the
native Salesforce Omni-channel widget – a familiar interface that
reduces training requirements and increases productivity.

Increase Employee Engagement with Enhanced Integrated WFO

Tight integration of CXone WFO Pro within
Salesforce lets agents easily access WFO functionality without leaving
Salesforce, and includes WFO notifications, schedule access, time-off
requests, shift bidding, quality evaluations and coaching. New agent
self-assessments functionality and CXone Quality Management Analytics
Pro further enhances employee efficiency and engagement.

Agent self-assessments let agents provide personal feedback on their
performance to create two-way dialogue with supervisors for coaching,
learning and improvement. CXone QM Analytics Pro is a new
omnichannel quality management offering, fully integrated with
Salesforce, that applies speech and text analytics to automatically
pinpoint the right interactions for quality evaluations and agent
coaching sessions – helping managers and supervisors work more
efficiently and effectively. Managers and supervisors can use automatic
analysis of customer sentiment, plus predefined or custom-defined
categories and phrases, to select the right voice or digital
interactions for review to keep agents on message and on track to
develop their skills.

“Winning companies in today’s competitive experience economy build
loyalty and advocacy with exceptional customer experiences,” said Paul
Jarman, CEO NICE inContact. “NICE inContact CXone continues to innovate
to make each agent’s job easier and more engaging so they can deliver
outstanding customer experiences and help drive topline and bottom line
growth. As a Salesforce Platinum ISV Partner, we’re focused on providing
customers a unified and integrated experience that works easily as part
of the agent desktop.”

Additional Enhancements Boost Employee Productivity with Integrated
WebRTC Softphone and Single Sign On

New integrated WebRTC
softphone supports easy handling for all customer voice interactions,
both inbound and outbound. With new single sign on (SSO), agents are
automatically logged into CXone on Salesforce, eliminating the need to
maintain multiple user credentials and helping to improve security.

About NICE inContact CXone Agent for Salesforce
inContact CXone Agent for Salesforce enables contact center agents to
handle omnichannel interactions in a consolidated interface, while
skills-based routing ensures customers are routed to the best-qualified
agent to handle their request, regardless of channel.

Built on the Salesforce platform and integrated with Salesforce Service
Cloud, Salesforce Sales Cloud, and Salesforce Health Cloud, NICE
inContact CXone Agent is currently available on the AppExchange at

NICE inContact is a Salesforce Platinum ISV Partner with top ratings
from customers on Salesforce AppExchange.

NICE inContact Sponsoring, Exhibiting at Dreamforce 2018
inContact is a bronze sponsor at Dreamforce 2018, one of the most
innovative software conferences of the year. NICE inContact is
exhibiting at booth #120 in the Dreamforce Customer Success Expo,
debuting a live demo of omnichannel interaction routing natively in
Salesforce and enhanced integrated WFO functionality.

Salesforce, AppExchange, Dreamforce and others are among the trademarks
of, inc.

About NICE inContact
NICE inContact is a cloud contact
center software leader offering a cutting-edge 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 Gartner, Ovum, IDC, Frost & Sullivan,
DMG, and Ventana.

NICE inContact is part of NICE (Nasdaq: NICE), a world leading
provider [HH4] of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions based on
advanced analytics of structured and unstructured data. NICE helps
organizations of all sizes deliver better customer service, ensure
compliance, combat fraud and safeguard citizens. Over 25,000
organizations in more than 150 countries, including over 85 of the
Fortune 100 companies, are using NICE solutions.

Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks of
their respective owners. For a full list of NICE’s marks, please see:

Forward-Looking Statements
This press release
contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Paul Jarman are based on the
current beliefs, expectations and assumptions of the management of NICE
Ltd. (the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking statements are
subject to a number of risks and uncertainties that could cause the
actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the
global economic environment on the Company’s customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; changes in technology and market
requirements; decline in demand for the Company’s products; inability to
timely develop and introduce new technologies, products and
applications; difficulties or delays in absorbing and integrating
acquired operations, products, technologies and personnel; loss of
market share; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. For a
more detailed description of the risk factors and uncertainties
affecting the company, refer to the Company’s reports filed from time to
time with the Securities and Exchange Commission, including the
Company’s Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.


Corporate Media Contact:
NICE inContact
Cheryl Andrus,
+1 801 320 3646
Cohen, +1 551 256 5354, ET
Erez +972 9 775 3798, CET

Sky Optics Media drone video