Nice CXone

WhatsApp Channel for NICE CXone

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 WhatsApp messaging as an additional omni-channel contact type and a queue counter widget in the embedded agent in Microsoft Dynamics CRM.

This further solidifies the e2 agent as the leader and best embedded agent in Dynamics CRM for contact centers. The following enhancements have been added to the CXone e2 Agent in this release:

WhatsApp Channel – As of 2018, around 1.5 billion users were sending 65 billion messages through WhatsApp per day and with 1 million users added on a daily basis being able communicate with your customers through this channel is critical. The CXone e2 agent now allows you to send and receive WhatsApp messages just like SMS and Chat channels. Includes all your standard reporting through CXone and a powerful Dynamics 365 integration to identify your customer automatically, post contact synchronization of every interaction in the CRM timeline, and automated contact record creation in the CRM.

Agent Queue Panel – A new panel to visually display the number of contacts in queue for each of the contact center agents assigned channels. In this panel Agents also have the ability to dive down to skill specific queue counts.