CXone and Microsoft Teams: Setting new benchmarks in collaboration, communication and customer satisfaction

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The global health crisis triggered a sudden and dramatic shift in the way we live and work. The business landscape changed in irrevocable ways and enterprises had to switch to a virtual work model almost overnight.

For the highly regulated healthcare sector, these added to the complexities. With the stringent regulations around data sharing and confidentiality, the first challenge was to enable rapid remote work enablement while protecting both data and employees. The second was to scale up operations to meet the unprecedented surge in patient requests; and the third, was to ensure uninterrupted service availability to customers.

Digital transformation as the enabler

Fortunately for businesses that had already adopted digital, making the transition to remote work was not an insurmountable challenge. With the innate flexibility and agility derived from cloud technologies, these businesses adapted rapidly, moving the workspace to agents’ homes, scaling up to meet the new demand, and ensuring service delivery with minimal disruption.

For others, digital transformation took on an accelerated urgency and prominence. CIOs sprang into action, pivoting focus to Digital Transformation to improve the work from home experience, upgrade IT and data security, and ensure business continuity while enhancing corporate resilience.

Changing focus in healthcare businesses

Customer contact software used in the healthcare sector which focused on delivering cross-functional productivity, agent satisfaction and improved KPIs expanded to include goals around remote work enablement, large volume processing, and integrating software to enhance collaborative work and omnichannel access.

Contact center platforms

Of the many contact center platforms in the market, NICE inContact (CXone) was among those that successfully pivoted to the new normal quickly.

In the fall of 2020 itself, CXone had proactively adapted and released advanced features to enhance digital customer service, remote workforce agility, agent engagement and enhanced deep-dive insights with analytics.

The improved operations across digital and voice interactions further enhanced user capabilities in handling faster real-time customer authentication and voice biometrics.

What is NICE inContact?

NICE inContact or CXone is a cloud-based secure contact center software for healthcare businesses. It is HIPAA compliant and integrates with all popular CRMs, Electronic Health Record (EHR) and billing systems. It uses AI to route automatic call distribution, automated billing and appointment scheduling.

CXone is popular among healthcare companies of all sizes and across a variety of vertical markets. Agents can connect with customers through multiple channels, including inbound and outbound voice calls, email, voicemail, chat, and even social media. Call routing features include IVR, CTI and ACD.

Given that customers expect businesses to be available across multiple platforms, CXone’s omnichannel availability is an invaluable feature.

CXone plus Microsoft Teams – a winning combination

The number of Microsoft Teams users has almost doubled from 75 m users in Apr2020 to a whopping 145 m as of Apr2021(Statista).

NICE in Contact CXone for Microsoft Teams is a pre-built UCaaS integrated contact center software for collaboration and speedy service resolutions. CXone integrates seamlessly with Microsoft Teams.

In January 2021, NICE announced advanced integrated capabilities between CXone and Microsoft Teams taking companywide collaboration a notch higher. The enhancements to the pre-built CXone for Teams further improved the integrative capabilities to allow real-time recordings and compatibility with a range of related communications. These safeguard interactions through global carrier-grade voice services. All these advancements maximize customer satisfaction (CSAT).

UCaaS vs. VoIP. VoIP (Voice over Internet Protocol) or IP telephony is mainly a voice only service. UCaaS is Unified Communications as a Service. While VoIP is unimodal, UCaas is multi-modal communication protocol that allows texting, chatting, video conferencing, screen sharing and video meetings.

Embedded agent

A key feature in CXone is the embedded agent experience in Microsoft teams that helps the agent carry out all their interactions through a single interface. The platform simultaneously allows access to the CRM, and the company communication systems on the one hand, and the internal website, phone systems, emails, conferencing, and collaboration tools on the other.

The embedded agent interface integrates with EMR to display appointment states, reasons for call, and doctor availability status. The merged interface boosts productivity, and reduces per-interaction cost.

SME connect with synchronized directory

Connecting with an SME is a frequent requirement in contact care centers. Identifying the right one, knowing their availability, and connecting with them is a challenging task for any agent.

The visibility into SME availability thus becomes crucial to meeting FCR targets. CXone’s pre-built integration feature automatically synchronizes the agent directory with team contacts helping to scan the organization for available SMEs quickly.

In addition, it provides presence information clearly, assisting agents in connecting easily with a live call or a web chat interaction.

Custom workspace

Businesses can customize their workspace with CXone. A blended predictive dialer tool that blends calls and allows message lay-down dialing, call suppression and auto dialer supports integration with existing apps.

Frequently accessed websites and applications, knowledge repositories, corporate websites can be added to the agent’s custom screen to help agents avoid repeated movements between apps and other resources.

The reduction in unnecessary navigation between multiple sites, contributes to improved productivity and optimized handling.

First Contact Resolution

Ensuring first contact resolution (FCR) is a top priority in customer service. In the healthcare sector, timely access to an SME is a critical factor affecting response time and the outcome of a call. Lack of visibility into SME availability is often a bottleneck.

With CXone’s integration with Microsoft Teams, the visibility, access, and rapid contact facilities ensure contact center success with the highest ranks on FCR metric through speedy, effective and engaging interactions.

“To quote Mike Mike Ammerlaan, senior director, Microsoft 365 Ecosystem at Microsoft Corp, the NICE integration with Teams helps ensure employees are equipped with the right tools to connect with colleagues across the organization, making agents’ jobs easier and improving the customer experience.”

When you are already using M365, integrating CXone with Microsoft Teams is an intelligent and smart decision. The winning combination ensures real-time collaboration through a unified interface to deliver enhanced productivity, insightful analytics, and optimized outcomes that builds resilience into your business.

If you are a business looking for Microsoft Teams and CXone integration services, reach out to us. We can help you make this happen quickly and seamlessly.