NICE inContact Provides Customers New Enhanced Customer Service and Business Continuity Capabilities During COVID-19 Outbreak
March 10 2020 - 4:00PM
Business Wire
Provides free work-from-home module and free
voice call ports for 211 and 311 organizations to handle increased
interactions volume
NICE inContact (Nasdaq: NICE) today announced expanded
support for contact centers to eliminate potential disruptions
during the current COVID-19 outbreak. NICE inContact is providing a
free work-from-home module for users of the NICE inContact CXone
cloud customer experience platform, to
maintain service continuity while employees need to work from home.
In addition, to support the potential increase in call volume that
211 and 311 organizations may receive, NICE inContact will provide
free voice call ports to those organizations for the next six
months. NICE inContact will also offer a free Business Continuity
Planning review to verify that work from home and geographic
flexibility can be performed without interruption to the
business.
In several instances, NICE inContact has set up new centers able
to service millions of citizens within hours. By shortening the
set-up time by 99% compared to conventional systems, governments
and businesses can now respond with speed and agility to quickly
changing customer needs and business continuity demands.
In addition to the work-from-home offering, CXone provides full
capacity elasticity and flexibility to dynamically move work across
geographic locations. As businesses are shifting work to less
affected regions and need to handle significantly variying volumes
of customer service interactions, CXone enables an instantaneous
shift in volume and location, across over 100 countries.
As the leading cloud platform for contact centers, NICE
inContact CXone has a global, geographically redundant cloud
infrastructure with built-in elasticity to dynamically scale up or
down based on demand. We proactively monitor and continuously
forecast demand with reserves for immediate spikes in volume and
the ability to add data and storage capacity immediately. Customers
can rely on the 99.99% guaranteed availability on our carrier-grade
network with global data centers and points of presence (POPs) as
well as 24/7/365 network operations monitoring.
“We understand the urgency around protecting our health and
well-being,” said Paul Jarman, CEO NICE inContact. “Through both
211 and 311, critical information is provided throughout our
communities. To help manage the increased volumes we are offering
free voice ports to these organizations over the next six months.
We are also offering NICE inContact CXone customers an integrated
softphone free of charge to support work from home agents.
Furthermore, our complete cloud solution ensures scalability,
security and reliability to support business, government and
community services as they plan and respond to changing
conditions.”
To learn more, visit our COVID-19 continuity page.
About NICE inContact NICE inContact works with
organizations of all sizes to create extraordinary and trustworthy
customer experiences that create deeper brand loyalty and
relationships that last. With NICE inContact CXoneTM, the
industry’s most complete cloud customer experience platform, we
combine best-in-class Customer Analytics, Omnichannel Routing,
Workforce Optimization, Automation and Artificial Intelligence, all
on an Open Cloud Foundation to help any company transform every
single customer interaction. See how our customer-centric expert
services, innovative software, extensive ecosystem of valuable
partnerships, and over a decade of global experience can help you
transform every experience and customer relationship for lasting
results. NICE inContact is recognized as a market leader by the
leading industry analyst firms. www.niceincontact.com
NICE (Nasdaq: NICE) is the world’s leading provider of
both cloud and on-premises enterprise software solutions that
empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps
organizations of all sizes deliver better customer service, ensure
compliance, combat fraud and safeguard citizens. Over 25,000
organizations in more than 150 countries, including over 85 of the
Fortune 100 companies, are using NICE solutions. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Paul Jarman are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20200310005912/en/
Corporate Media Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Yisca Erez +972 9 775 3798, CET, ir@nice.com
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