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NICE inContact Announces FedRAMP Authorization for CXone
Cloud contact center software provider NICE inContact delivers a cloud customer experience platform that makes better one-on-one experiences possible for small businesses and enterprises.
With NICE inContact CXone, customers get a perfect combination of automation, analytics, omnichannel routing, AI and workforce optimization tools so they can deliver exceptional customer experiences.
The platform, which is also Federal Risk and Authorization Management Program (FedRAMP) authorized, has now extended its Authorization to Operate (ATO) qualification by adding new workforce optimization tools.
According to company officials, this will allow it to further help citizens and agents achieve improved communications experiences.
FEDRAMP is a US government-wide program that standardizes security assessment, authorization, and continuous monitoring of cloud products and services.
With this authorization, it can serve US government Federal Agencies to provide cloud contact center services. The latest addition means CXone can help Federal agencies to manage and operate more productive and efficient call centers using workforce management tools as well as quality management and performance management all via one unified desktop.
Better forecasting for federal agencies can also help to reduce staffing costs and improve overall management of resources. Agent evaluations also help to empower managers so they can offer positive feedback and coaching to agents when it's needed.
“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.
Earlier this year, the company also announced a new offering to provide contact center managers with more opportunities to create outcome-oriented results and increase engagement levels. CXsuccess customer services for CXone customers includes a suite of onboarding, implementation, education and technical consulting services.
Edited by Maurice Nagle