Customer Dynamics unveils newest release for “CXone e2 Agent for Microsoft Dynamics CRM”.
Customer Dynamics, a NICE inContact Premier Partner released the latest version of CXone e2 Agent for Microsoft Dynamics CRM. CXone e2 Agent for Microsoft Dynamics CRM is a carrier grade solution that displays interaction controls and customer information in a single Unified Agent Interface in Microsoft Dynamics CRM.
This release enables omni-channel communications in an embedded agent in Microsoft Dynamics CRM. Agents are now empowered to personalize customer interactions across voice, email, SMS, Chat, Work item and Personal Connections Dialer in the embedded agent interface…aka “Single pane of glass”.
This release leaps ahead of the competition with the following enhancements to CXone e2 Agent:
SMS – A dramatically improved SMS interaction in the embedded e2 Agent. Includes the addition of click to SMS, which allows an agent to click on a telephone field and send an SMS text message to a contact. Includes post contact synchronization of every interaction in the Microsoft Dynamics CRM timeline, automated contact record creation in the CRM and the ability to write to any field in the CRM.
Chat Interactions – An improved Chat interaction in the embedded e2 Agent. Includes post contact synchronization of every interaction in the Microsoft Dynamics CRM timeline, automated contact record creation in the CRM and the ability to write to any field in the CRM.
Work Item Routing - An improved Work Item interaction in the embedded e2 Agent. Includes post contact synchronization of every interaction in the Microsoft Dynamics CRM timeline, automated contact record creation in the CRM and the ability to write to any field in the CRM.
PCI/DSS Compliant Payments – Adds payment capabilities for enhanced agent / customer experience and compliance operations. This facilitates a secure PCI/DSS compliant payment process for agents and customers. The payee can complete their payment and stay on the voice channel with an agent, without the agent seeing or hearing any of the payee information. Throughout the payment process, the agent and payee are receiving notifications that tracks progress and completion of the payment request.
UI Customization – The ability to simplify the UI by removing features that agents will not or should not be able to access. This can be done at the base application level as well as completely customized on an individual skill, meaning agents might have different interfaces based on their function.
Session Management / SSO - Agents that connect their agent leg with a phone or station number will be able to launch the e2 agent and create and maintain an inContact session WITHOUT first having to login to the inContact Max agent.
