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NICE inContact Contact Center as a Service (CCaaS) Integration

  • 1.  NICE inContact Contact Center as a Service (CCaaS) Integration

    Posted 23 days ago
    We're looking into integrating our Dynamics 365 CRM with the NICE inContact Contact Center as a Service (CCaaS).

    Does anyone have any experience with this company and product?

    We would like to come up with a best practice for the integration that we can also use for other vendors going forward.

    #CRM2016
    #Technical​​​

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    Tim Neau
    Systems Developer
    Federated Insurance
    Owatonna MN
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  • 2.  RE: NICE inContact Contact Center as a Service (CCaaS) Integration

    SILVER CONTRIBUTOR
    Posted 20 days ago
    Tim,

    We currently use InContact and as of right now, the Click2Call function is not working in the new Unified Interface.  Perhaps you can confirm this with them.  I'm developing a custom control as a work around.

    Bob


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    Bob Chang
    CRM Application Developer
    Cystic Fibrosis Foundation
    Bethesda MD
    ------------------------------



  • 3.  RE: NICE inContact Contact Center as a Service (CCaaS) Integration

    Posted 20 days ago
    ​Hi Bob,

    We aren't currently using the Unified Interface and don't plan on using the Click2Call function. At this point we're only going to be using the Screen Pop functionality. I will bring it up in our vendor discussions if the occasion presents itself, though. Thank you for the tip.

    Tim

    ------------------------------
    Tim Neau
    Systems Developer
    Federated Insurance
    Owatonna MN
    ------------------------------



  • 4.  RE: NICE inContact Contact Center as a Service (CCaaS) Integration

    Posted 20 days ago
    Bob,

    How did you end up giving inContact access to CRM ? Did you enable the Internet-Facing Deployment (IFD) with OAuth so they could use the REST API, or some other way?

    Tim

    ------------------------------
    Tim Neau
    Systems Developer
    Federated Insurance
    Owatonna MN
    ------------------------------



  • 5.  RE: NICE inContact Contact Center as a Service (CCaaS) Integration

    SILVER CONTRIBUTOR
    Posted 18 days ago
    Tim,

    A 3rd-party vendor developed a custom integration using OAuth.  The solution was installed in 2016 so it needed some minor updates to make it work with the Unified Interface.  For example, it was looking for the div#crmForm selector which doesn't exist anymore.

    Bob

    ------------------------------
    Bob Chang
    CRM Application Developer
    Cystic Fibrosis Foundation
    Bethesda MD
    ------------------------------



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