NICE inContact and Zendesk Working Together to Support Remote Contact Center Teams
May 21 2020 - 6:30AM
Business Wire
NICE inContact CXone@home free for 60 days to
new customers
NICE inContact, a NICE business (Nasdaq: NICE), and the
leader in cloud contact center, today announced it is partnering
with Zendesk, Inc. (NYSE: ZEN), a service-first customer
relationship management (CRM) company, to support contact centers
responding to changing customer demands. Companies can now use NICE
inContact CXone@home with the Zendesk Support Suite and the
complimentary Zendesk Remote Support Bundle to help remote contact
center and help desk teams keep up with increased interactions due
to COVID-19.
In order to ensure the health and safety of agents, many
organizations have transitioned employees to work from home. Both
NICE inContact CXone@home and Zendesk Remote Support Bundle enable
a fully virtual contact center for business continuity,
productivity and service reliability.
CXone@home is now available free for 60 days for new customers
and can be up and running in 48 hours with voice and digital
channels as well as the complete suite of workforce optimization
(WFO) capabilities to ensure agents are both safe and productive
while working from home. Zendesk Remote Support Bundle is
complimentary for organizations using Pro or Enterprise versions of
Zendesk Support or Support Suite.
Benefits of CXone@home include:
- Move agents to work from home and continue to seamlessly serve
customers across voice and digital channels
- Adjust quickly to handle customer demand and easily manage
changes in demand
- Restore team productivity and performance
- Ensure compliance
- Manage staffing and adherence to service level agreements
Maintaining strong customer relationships is key to business
success, especially during times of uncertainty. Contact center
agents are on the front lines interacting with customers on a daily
basis, getting to know their most pressing needs and solving their
core issues. Empowering agents with the right tools is essential to
personalizing the experience, solving complex problems and meeting
consumers’ expectations.
“Flexibility and adaptability have never been more important for
businesses,” said Paul Jarman, CEO, NICE inContact.
“Customer needs are changing almost daily, so it’s important that
agents have access to all the relevant customer information along
with the tools to support customers quickly and efficiently. Our
partnership with Zendesk ensures that agents have a full view of
the customer in an easy-to-use workspace.”
Also available, CXone Agent for Zendesk, which is accessible on
the Zendesk Marketplace, consolidates customer context and contact
center controls into a single interface for increased agent
efficiency and exceptional customer experiences. The pre-built
integration deploys in minutes, scales as business needs evolve,
boosts agent productivity and improves personalization for superior
customer experiences.
“Our partnership began earlier this year to give contact centers
a complete, comprehensive view of their customers,” said David
Williams, SVP & GM of Enterprise Product Strategy at
Zendesk. “Together, we’re able to bring to market a timely
offer that ensures that organizations can continuously provide high
quality customer experiences.”
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/20200521005260/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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