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First Orion Collaborates With NICE CXone to Help Customers Create a True Digital Call Experience With Branded Calling Solutions

First Orion is also supporting FCC-mandated STIR/SHAKEN call authentication for NICE CXone customers

First Orion, a leading provider of branded calling solutions for enterprises, announced it has partnered with NICE, the provider of the world’s #1 cloud-native customer experience (CX) platform, CXone, to deliver Branded Calling solutions and support STIR/SHAKEN call authentication for NICE CXone enterprise customers.

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Leveraging First Orion’s Branded Calling solutions, companies on the NICE CXone platform can offer a secure, verified outbound phone call indicating who they are and the reason for calling. The transparency offered through a branded call empowers consumers to make an informed decision on whether they wish to engage the caller — a significant step forward in helping restore consumers’ trust in their phones.

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“Our goal is to help companies build long-term relationships with their customers by powering exceptional interactions and service,” said Paul Jarman, NICE CXone CEO. “This collaboration with First Orion allows our enterprise customers to deliver trusted, informed digital call communications that improve customer and agent experiences, reduce call center attrition, and increases productivity and revenues.”

The rise in robo and scam calls over the last 18 months have made U.S. consumers apprehensive about answering an unknown phone call. In fact, 85% of consumers say they consider brands that contact them with an unidentified number as “illegitimate,” according to First Orion’s newly released 2021 Brand Impact Report. By offering a branded call experience that engages customers, companies can increase contact, conversion, and call resolution rates and lift first call answer rates by as much as 200%.

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“This strategic partnership demonstrates how branded calling and STIR/SHAKEN call authentication can transform contact centers and support trusted digital communications,” said Jim Womble, EVP of Business Development at First Orion. “By offering verified, protected outbound calling, NICE CXone is helping its customers create meaningful, trusted connections and exceed their business metrics.”

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[To share your insights with us, please write to sghosh@martechseries.com]

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