Unprecedented Number of New State and Federal Agencies Chose NICE CXone in the Last Two Weeks, as They Scale to Meet Accelerating Demand from Citizens

By AIT News Desk On Apr 1, 2020

NICE inContact is also expanding services across more than 300 government agencies globally in response to COVID-19

NICE inContact the leader in cloud contact center solutions, announced rapid expansion across more than 300 government and non-profit sectors to support increased demand. The NICE inContact CXone cloud customer experience platform enables organizations of all sizes to quickly transition contact center agents to w*************, dynamically move calls across locations and handle significantly increased volumes of calls or digital interactions as demand spikes in heavily affected areas.

Federal, state, and local governments across the United States are turning to NICE inContact CXone to rapidly expand their agent and capacity needs to meet the accelerating demand from citizens. In addition, an unprecedented number of new government customers are turning to the only industry FedRAMP-authorized platform to move their agents home inside of 48 hours.

Total contact count grew five to ten times in several state government divisions in the United States in the last two weeks of March. Not only federal and state agencies but also 211, 311 and public safety services are using CXone to ramp up operations within hours in order to service millions of citizens while also keeping their employees safely working from home.

“We appreciate the unprecedented work that is being done on the front lines,” said Paul Jarman, CEO NICE inContact. “From healthcare to unemployment services, there has never been a more urgent need for citizens to get answers and assistance from government organizations. CXone ensures scalability, security and reliability enabling them to respond to this crisis.”

“Every single 211 call in the state of Connecticut is being answered from someone’s house,” said Leo Pellerin, CIO, United Way of Connecticut. “We created a new call center and converted another one in the last week to keep up with increased demand. None of it would have been possible without NICE inContact.”

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.