Improve chat service by using Rake's interface to NICE inContact

Written by:
Mike Mattingly
NICE
NICE CXOne
Nice inContact
api

We had the opportunity to visit with the team at W5 Golf and discuss how they recently altered their use of the Rake NICE CXOne interface. Rake is an excellent chat alternative when using NICE CXOne or as they commonly refer to it inContact. Here's what the W5 Golf team shared with us.

We improved our chat service by leveraging Rake's interface to NICE CXOne.

W5 Golf provides reservation center services to hundreds of golf courses in the U.S. and Canada.  Over the past few years, omnichannel chat has become a major component of that service.

Some quick background on our setup.  W5 operates on Rake for messaging and we have for years.  We use Rake for internal collaboration and our external omnichannel messaging.  We are also a NICE CXOne shop (we still think of it as inContact) the name changed after the Nice and InContact merger.  NICE CXOne has been our voice platform for many years.  We chose to use the integration from Rake to NICE CXOne because it lets us balance our staffing across voice and chat services.  Rake handles our client-facing chat and passes the chats to agents using NICE CXOne so we can use the inherent routing from NICE CXOne.  This allows us to stack calls and chats with the same agents without overloading any one agent.  And that has always worked well for us.

There was one area where the integration left a gap - until recently.  It's important for us that we transfer chats (and calls) infrequently.  We just believe a golfer has a better experience when one agent handles their needs from start-to-end.  Often, especially in chat, an agent will need to escalate for help.  Our preference is that they use Rake in an internal, dedicated support channel to do just that - but the agent stays with the golfer.

Recently, we implemented a great feature in the Rake-to-NICE CXOne integration that let's us easily share transcript history internally in Rake.  Now, a supervisor or peer can quickly and easily read through a transcript and provide rapid support.  Naturally, this improves the experience for the customer.  It also improves the experience for our agents.  They feel more empowered as they are able to provide better information without worrying that they are not being responsive to chatters (customers).

Here's some details on how we handle this setup and what our agents experience after they use the Nice inContact login.  We use the "Parameters" field in the NICE CXOne or NICE inContact platform configuration in Rake.   In our setup, we pass items that we will use in our scripting within NICE CXOne.  We pass a golf course name so it is available to our agents in a pop-up.  We pass a Rake PlatformID as a token - {{InitiatingPlatformID}} - which we use to alert our agent if the chat is from the course's website, Facebook page, or SMS.  And, now, we also pass a token for the history link - {{HistoryLink}}.  In our NICE CXOne Studio script, we parse these parameters.  In the case of the history link, we make this available to our agent via Launch button in MAX. When an agent clicks this button, they are sent the history link, but the chatter is not.  The agent can simply copy and paste this link within the above referenced support channel in Rake.  This link opens an interactive webpage which is available for up to one hour.  This page allows one of our staff to see the current chat history - and any previous chat history for this same chatter.

If you want any more details on how we used the Nice CXOne api and how to set this up at your end, just let us know.  If you have thoughts on how to improve what we're doing, we would love to hear that also.