NICE inContact CXone Expands FedRAMP Leadership with Workforce Optimization Authorization
27 Août 2019 - 12:30PM
Business Wire
New seamlessly integrated workforce
optimization capabilities extend CXone FedRAMP offering to improve
citizen and agent experiences
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced that NICE inContact CXone has expanded its Federal Risk
and Authorization Management Program (FedRAMP) Authorization to
Operate (ATO) leadership with the addition of CXone Workforce
Optimization, to improve citizen and agent experiences. CXone, the
world’s #1 cloud customer experience platform, is the industry’s
first and only FedRAMP authorized cloud contact center (SaaS)
solution, the only Salesforce FedRAMP authorized cloud contact
center partner, and now the only provider of a FedRAMP authorized
workforce optimization (WFO) solution seamlessly integrated in a
cloud contact center (SaaS) solution. FedRAMP ATO is a requirement
for cloud service providers to serve US government Federal
Agencies.
FedRAMP authorized CXone now delivers workforce management,
quality management and performance management capabilities on one
unified desktop. Federal agencies can now better engage and
evaluate agents, ensure proper staffing and reduce labor waste with
optimized spend.
New FedRAMP Authorized CXone with WFO Boosts Agent
Productivity and Contact Center Efficiency CXone FedRAMP
authorized WFO cloud native functionality is unified and seamlessly
integrated with CXone Omnichannel Routing and includes:
- CXone Workforce Management Pro helps contact centers
reduce labor waste and achieve goals with patented technology
producing the industry’s most efficient and actionable schedules.
With patented forecasting algorithms, agencies will benefit from a
variety of forecasting options to meet their needs.
- CXone Quality Management Pro helps operations leaders
target employee coaching and feedback to improve customer
experience. Using an agent-centric approach to quality such as
agent self-evaluations, automated feedback and workflows, CXone
Quality Management Pro lets managers effectively balance between
operational improvements and agent empowerment.
- CXone Performance Management Pro enables supervisors to
set specific KPI goals and track personalized coaching efforts.
Dynamic dashboards give both agents and leaders immediate insight
into progress against targets. Actionable, instantaneous
performance insights result in more proactive and engaged agents
and give supervisors more time to focus on driving business
results.
As the first and only FedRAMP authorized cloud contact center
(SaaS) provider, the market-leading NICE inContact CXone platform
helps government contact centers protect information when moving to
the cloud. The CXone FedRAMP-authorized solution serves a wide
range of contact center organizations – from multiple thousands of
agents to under one hundred – providing one unified experience for
administrators, supervisors, and agents.
“We are keenly focused on empowering federal agencies to meet
citizen demands for secure interactions and outstanding
experiences, while providing the tools necessary to engage and
optimize their contact center workforce,” said NICE inContact
CEO Paul Jarman. “NICE inContact CXone has enhanced its
position as the leader in the FedRAMP Marketplace – the addition of
WFO capabilities to CXone reinforces our commitment to security and
compliance alongside delivery of exceptional agent and customer
experiences.”
NICE inContact CXone FedRAMP authorized cloud contact center
enables federal agencies to take advantage of previously untapped
cloud benefits including agility, cost-effectiveness and
reliability. To meet the needs of organizations of all sizes, CXone
combines best-in-class Omnichannel Routing, Analytics, Workforce
Optimization, Automation and Artificial Intelligence—all on an Open
Cloud Foundation. CXone runs on Amazon Web Services (AWS),
utilizing microservices, and is based on an open, cloud native
foundation, which provides full elasticity, rapid turn up, and
strong reliability. Furthermore, CXone provides hundreds of APIs
and enables integrations with dozens of partner solutions as well
as customer-specific extensions, creating a broad technology
ecosystem that extends its capabilities.
To view the NICE inContact CXone listing, please visit the
FedRAMP Marketplace.
About NICE inContact NICE inContact is the cloud contact
center software leader with the world’s #1 cloud customer
experience platform. NICE inContact CXone™ combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation
and Artificial Intelligence on an Open Cloud Foundation. NICE
inContact’s solution empowers organizations to provide exceptional
customer experiences by acting smarter and responding faster to
consumer expectations. NICE inContact’s DEVone developer program is
an extensive partner ecosystem, providing applications from partner
companies on the CXexchange marketplace that are designed to
integrate with CXone. 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 Mr. 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.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20190827005322/en/
Corporate Media Contact 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
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juin 2024 à Juil 2024
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juil 2023 à Juil 2024