TACTAL  | Nice inContact Integration

TACTAL’s click-to-call solution enhances the customer experience through faster and easier connection with the right agent. TACTAL integrates directly with your existing NICE inContact solution to pass caller data through to the agent for increased call center efficiency and improved customer experience.

Benefits 

Optimize Customer Experience

TACTAL’s visual directory makes it easier for customers to navigate to the best agent to solve their issue. TACTAL works from any device and passes data to the representative or CRM in real time for more contextualized service.

Improved Call Center Efficiency

TACTAL reduces multiple hand-offs through skills-based routing and improves the data available to agents. Our solution also allows your team to field more calls than you have lines available.

Reduced Calling Costs

Our WebRTC calling solution can be used anywhere in the world, reducing your international telco costs and expanding your customer reach. Take your NICE inContact solution to a full omni-channel with no additional development work.

Website Call Button

TACTAL is simple to install on your website or digital touchpoint and integrates into your existing NICE inContact system. Our cloud-based administration panel provides quick portal access and real-time data and analytics.

In-App Calling

Add VoIP calling to your mobile app seamlessly with TACTAL. Users do not have to leave the app to place a call. Available for Android and iOS.

Levels of Integration 

Level 1: Enabling the WebRTC Call Button

  • Simply add your Contact Number(s) to TACTAL and place the call button on your site.  From there calls will flow through your existing IVR structure without any adjustment of scripts.

Level 2 : Data Pass

  • With minimum adjustments to your script the Level 2 integration enables your agents to have more contextual data available from the call.  You can learn about the specific page a user is calling from, have them enter a form to collect optimal information and increase the amount of data available to your CRM.

Level 3: Automatic Call Routing

  • Optimize your IVR through the patented Visual Directory from TACTAL.  Your customers will navigate directly to the agent or team that can best resolve their issue.  Take the benefits of Level 1 & Level 2 to fully embrace the omni-channel solution
 Want to learn more about what TACTAL can do for you?