CXone@home is Expanded to Include Workforce Engagement Suite to Ensure Agent Productivity While Working at Home
April 16 2020 - 10:59AM
Business Wire
Up and running in 48 hours with no charge for
60 days to ensure business continuity, compliance and
performance
NICE inContact, a NICE business (Nasdaq: NICE) and the
leader in cloud contact center solutions, today announced that its
CXone@home offering has been expanded to include the complete suite
of workforce engagement and optimization (WFO) capabilities to
ensure agents are productive while working from home.
Many organizations that have shifted to work from home now face
challenges of engaging and ensuring performance of their newly
remote and dispersed workforce, while at the same time the nature
and volume of the work is rapidly changing. These same
organizations have requested CXone@home to help them deal with
these challenges.
The fully integrated, enterprise-grade cloud platform provides
contact centers flexibility, speed and the ability to manage costs
with a superior alternative to on-premises systems not built for
remote work. CXone@home can be up and running in 48 hours and is
available with no commitment or contract and is free for 60 days.
This next generation of CXone@home is a strong fit for businesses
and government agencies to restore full contact center productivity
in days.
Benefits of CXone@home include:
- Move agents to work from home and continue to seamlessly
serve customers across voice and digital channels with
Automatic Contact Distributor (ACD), Interactive Voice Response
(IVR), chat and email.
- Adjust quickly to handle customer demand and easily manage
changes in demand with elastic scaling up or down and support
for rapid changes to contact flows, IVR dialogs and other
operational processes.
- Restore team productivity and performance with
performance goals, remote coaching and monitoring to boost customer
satisfaction (CSAT), increase agent engagement, build agent skills
and manage performance.
- Ensure compliance with voice and screen recording plus
quality management analytics as part of the complete suite in the
cloud.
- Manage staffing and adherence to service level
agreements (SLAs), including response to varying volumes and
frequent requests for shift changes, with Workforce Management
(WFM) as part of the complete CXone cloud contact center
platform.
“Almost all businesses and government entities around the globe
are dealing with changes in their contact centers due to the
COVID-19 outbreak,” said Paul Jarman, CEO NICE inContact.
“Contact center leaders are looking for continuity and the ability
to serve their customers in a very dynamic environment in their day
to day operations. Moving to the cloud with CXone is a fast,
reliable and flexible approach with a sustainable and flexible
system to address their needs both now and in the long run.”
For more details about CXone@home with Workforce
Optimization, click here.
Free business continuity resources also available:
- Checklist: Work-from-home Agent Readiness
- Webinar: Work-from-home Agent Best Practices
- Whitepaper: Disaster Recovery and Business Continuity
- Additional videos, webinars and case studies here
- For the latest information, follow us on LinkedIn or
Twitter
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. Contact center
agents using NICE inContact CXone are operating in over 100
countries.
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/20200416005611/en/
Corporate Media Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
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