Atos SE and Nice inContact have partnered to make Nice inContact CXone the preferred contact center as a service platform for Atos customers.
Atos will integrate CXone with Circuit and sell it as Cloud Contact Center-powered by CXone. The goal of the partnership is to deliver a unified, omnichannel cloud customer experience platform that works with Atos' OpenScape Contact Center platform, which is for on-premises and hosted requirements.
Features of inContact CXone include an automatic contact distributor, interactive voice response, interaction channels, workforce intelligence, partner AI chatbots, workforce management, quality management, customer satisfaction surveys, performance management, omnichannel analytics, security, CRM integrations, unified-communications-as-a-service integrations, a developer ecosystem, RESTful APIs, voice as a service and reporting.
Nice inContact claims the benefits of using the cloud for a contact center include reliability, flexibility and affordability, enabling customers to scale up or down and eliminating on-premises hardware and maintenance costs.
This isn't the only recent partnership in the cloud contact center market. In April, Mitel and Talkdesk announced plans to release an integrated cloud-based contact center product by the end of the year. Mitel plans to offer Talkdesk's cloud contact center to Mitel's cloud unified communications customers under the name MiCloud Connect CX.
Additionally, in June, Talkdesk launched a new product that lets businesses add cloud technologies to their contact centers without eliminating on-premises equipment in an effort to offer more flexibility to customers.