Workforce Management Featured Article
NICE Partners with First Orion for Branded Calling and Call Authentication
The scourge of unauthorized robocalls has led to an epidemic of consumers who simply don’t pick up calls, fearing they’ll be pitched an extended car warranty or a scam originating overseas. For legitimate companies using the telephone to reach out to customers, illegal robocalling presents a challenge. Increasingly, companies are turning to technology partners to help clearly broadcast their identities in outbound calls.
Eighty-five percent of consumers say they consider brands that contact them with an unidentified number as “illegitimate,” according to First Orion’s (News - Alert) 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 percent.
First Orion is the creator of branded calling platforms INFORM and ENGAGE, designed to allow businesses to brand their outbound calls while empowering consumers to connect over a trusted, verified call. Customer experience company NICE recently partnered with First Orion, which it tapped to deliver branded calling solutions and support STIR/SHAKEN call authentication for NICE CXone enterprise customers.
NICE is a provider of AI-powered self-service and agent-assisted CX software for the contact center.
“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, in a statement. “By offering verified, protected outbound calling, NICE CXone is helping its customers create meaningful, trusted connections and exceed their business metrics.”
Leveraging First Orion’s Branded Calling solutions, companies utilizing 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.
“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.”
Edited by Luke Bellos
