SAINT JOHN, NB, CANADA — APRIL 17, 2018 — ProcedureFlow, a cloud-based knowledge management software, is now available for NICE inContact CXone cloud customer experience platform. ProcedureFlow has joined the DEVone developer ecosystem with a seamless integration available through the CXexchange marketplace.
ProcedureFlow dramatically reduces training time for new agents by guiding them through complex processes with small hyperlinked flowcharts. This enables new employees to be fully productive much faster and enables cross-training with virtually no classroom time. ProcedureFlow is committed to driving success for customers, and has consistently reduced training time for contact centers by 50-90%, improved CSAT scores by 8%, and reduced operating costs by 5+%.
Organizations using NICE inContact CXone integrated with ProcedureFlow provide their contact center agents the visual tools to guide them through the customer journey based on how customers are reaching out for assistance--from the company website, mobile experience or IVR system. ProcedureFlow opens the appropriate procedure onto the agent’s screen.
“We are proud to partner with NICE inContact,” said Micah Peterson, Vice President of Product Management for ProcedureFlow. “When you integrate ProcedureFlow with NICE inContact CXone customer interaction channels, agents are instantly presented with the exact process steps they need to assist customers. Now agents know who the customer is, what they need and which process to execute, all before even saying hello.”
“When organizations provide outstanding agent experiences, they are able to deliver exceptional customer experiences and win in the experience economy,” said Paul Jarman, CEO NICE inContact. “ProcedureFlow’s integration with CXone enhances the contact center’s ability to engage agents and customers. We welcome ProcedureFlow as part of the DEVone program and CXexchange marketplace.”
“The solution integration between ProcedureFlow and NICE inContact CXone is a perfect fit for the contact center market” says Daniella Degrace, CEO of ProcedureFlow. “It helps our shared customers significantly reduce their Average Handle Time and increase First Call Resolutions. We are excited to offer this integration to our shared customers as it leverages existing investments to add new value to their call center operations.”
The ProcedureFlow integration with NICE inContact CXone is now available. See ProcedureFlow’s listing on CXexchange for more details.
ProcedureFlow is a reimagined contact center knowledge base. It makes the most complicated information easy and intuitive to create, maintain, and use, even in highly regulated and complicated industries. We provide every employee with the exact information they need to handle any contact scenario, making employees confident in their abilities very close to day one on the job. ProcedureFlow allows organizations to leverage the knowledge and expertise of their top performers, and put it into the hands of every employee, improving quality and consistency. This allows organizations to transform traditional classroom training to “learning by doing”, creating a more motivating and engaging environment for employees. For more information, visit procedureflow.com.
NICE inContact is the cloud contact center software leader with the world’s No. 1 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, and DMG. www.niceincontact.com
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