About e2 Agent
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e2 Agent, developed by Customer Dynamics, is a robust contact center solution designed to enhance agent productivity and improve customer satisfaction by integrating seamlessly with Microsoft Dynamics 365 CRM and NICE CXone. Its core purpose is to streamline workflows, minimize agent handle time, and create a unified interface for managing omni-channel customer interactions. By consolidating multiple functions within a single, accessible platform, e2 Agent significantly reduces the need for agents to toggle between different applications, leading to increased efficiency and an improved overall user experience. With its focus on automation, seamless data retrieval, and workflow optimization, this solution is particularly valuable for businesses seeking to enhance the efficiency of their contact center operations. A key strength of e2 Agent lies in its user interface, which is designed to simplify complex workflows and provide a more intuitive experience for agents. The platform minimizes the number of windows agents need to navigate, ensuring a more focused and efficient work environment.
Pros & Cons
- +Enhanced Agent Efficiency: Custom navigation panels, pending navigation, and activity logging streamline the agent experience.
- +Omni-Channel Capability: Supports campaigns and customer interactions across voice, chat, SMS, email, and work item channels.
- +Integration with Microsoft Dynamics 365: Works with both Cloud CIF Versions 1 and 2 for seamless CRM integration.
- +Advanced Features: Includes tools like advanced screen pop configurations, click-to-call, and automatic time logging.
- +C3 Payments: Secure, PCI-compliant payment collection via NICE CXone SMS or email.
- +Activity Recording and Transcripts: Stores all interaction transcripts and recording links for timeline activities in Microsoft Dynamics.
- +Per License Benefits: Provides 1 active agent and 5,000 digital transactions per license, offering scalability and flexibility.
- +Proven ROI: Reduces agent handle time and improves customer satisfaction, as demonstrated by a 24% reduction in call time.
- −Platform Dependency: Integration with Microsoft Dynamics limits flexibility for businesses not using this CRM.
- −Learning Curve: Advanced tools and features might require significant training for agents and administrators.
Features
Key features
- Omni-Channel
- Enables executing campaigns across multiple channels.
- Advanced Screen Pop
- Configurable screen pop functionality for various categories and call transfers.
- Automatic Time Logging
- Creates activity logs for voice, chat, SMS, email, and work items.
- C3 Payments
- Securely sends click-to-pay web links and collects payments through NICE CXone SMS or email. PCI compliant.
- Click-To-Call
- Reduces customer wait times.
- Agent Console
- Streamlines the agent experience, integrating voice, chat, email, SMS, and work item channels.
- Activity Transcripts & Recording Link
- Stores transcripts and voice recording links in Microsoft Dynamics 365 Timeline activities.
Additional features
- Omni-Channel
- Enables executing campaigns across multiple channels.
- Advanced Screen Pop
- Configurable screen pop functionality for various categories and call transfers.
- Automatic Time Logging
- Creates activity logs for voice, chat, SMS, email, and work items.
- C3 Payments
- Securely sends click-to-pay web links and collects payments through NICE CXone SMS or email. PCI compliant.
- Click-To-Call
- Reduces customer wait times.
- Agent Console
- Streamlines the agent experience, integrating voice, chat, email, SMS, and work item channels.
- Activity Transcripts & Recording Link
- Stores transcripts and voice recording links in Microsoft Dynamics 365 Timeline activities.
- Per License Benefits
- Includes 1 Active Agent and 5,000 Digital Transactions per license.
- Integration with Microsoft Dynamics 365 CRM
- Works with both cloud-based and premise-based versions.
- Integration with NICE CXone WFO
- Enables CXone WFO for all Omni-Channel Interactions.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About e2 Agent
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e2 Agent Details
e2 Agent's In-App Market Place
Does e2 Agent have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), CAD ($), AUD ($), JPY (¥), CHF (Fr), CNY (¥), MXN ($)
Pros & Cons
- Enhanced Agent Efficiency: Custom navigation panels, pending navigation, and activity logging streamline the agent experience.
- Omni-Channel Capability: Supports campaigns and customer interactions across voice, chat, SMS, email, and work item channels.
- Integration with Microsoft Dynamics 365: Works with both Cloud CIF Versions 1 and 2 for seamless CRM integration.
- Advanced Features: Includes tools like advanced screen pop configurations, click-to-call, and automatic time logging.
- C3 Payments: Secure, PCI-compliant payment collection via NICE CXone SMS or email.
- Activity Recording and Transcripts: Stores all interaction transcripts and recording links for timeline activities in Microsoft Dynamics.
- Per License Benefits: Provides 1 active agent and 5,000 digital transactions per license, offering scalability and flexibility.
- Proven ROI: Reduces agent handle time and improves customer satisfaction, as demonstrated by a 24% reduction in call time.
- Platform Dependency: Integration with Microsoft Dynamics limits flexibility for businesses not using this CRM.
- Learning Curve: Advanced tools and features might require significant training for agents and administrators.
e2 Agent's Support Options
Email Address
support@customerdynamics.comContact
(801) 428-1200e2 Agent's Alternatives
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