CXone Agent Extension

NICE CXone Integrated Agent browser extension allows for seamless integration with any CRM to consolidate customer context with NICE CXone contact center functionality. Users have access to a unified inbox for all interactions, including voice and digital, creating a consistent experience regardless of the channel or product. Additionally, agents have visibility into the complete customer journey via a single customer card that aggregates both contact history and customer data, creating more efficient, empowered agents.

Key Features Include:

• A single inbox for all interaction handling, independent of the channel
• The ability to manage multiple interactions at a single time
• View contact details, history, associated channels, and all current activities for the contact on a single contact card
• Ability to see previous interactions that have been handled by the agent
• Search for agents, skills, teams, and address books to initiate outbound interactions
• Review agent status, skills assigned to the agent, number of calls in queue, how long calls have been waiting, and the number of agents assigned to a skill