CALL CENTERS ANYWHERE The United Way makes a quick switch to remote agents with NCE inContacts customer serice soution CALL CENTERS ANYWHERE The United Way makes a quick switch HELPING BUSINESSES THE EXCHANGE to remote agents with AND NONPROFITS SUMMER 2020 NCE inContacts customer serice soution CALL CENTERS ANYWHERE The United Way in Connecticut has been working with NICE inContact, a cloud contact center software provider, for over four years. A big reason initially, as shared in this video, was to connect disparate call centers and save on additional personnel to manage that process. For a contact center, the ultimate business goal is to ensure it can continue to provide great service to its The United Way customers. But in light of COVID-19, agencies like the United Way are challenged to keep employees safe, shift work across locations, move fast to support customers, and ensure service reliability. And, they need to makes a quick switch do it fast. The United Way worked with NICE inContact to do just that. to remote agents with “ Every single 211 call in the state of Connecticut is being answered from someone’s house. NCE inContacts We created a new call center and converted another one in the last week to keep up with customer serice soution increased demand. None of it would have been possible without NICE inContact.” – Leo Pellerin, CIO of the United Way NICE inContact is helping companies across the U.S. with CXone@home, designed specifically to deliver all the capabilities needed to get agents up and running quickly and safely at home. “ It’s been amazing to see our technology help so many companies during this time. Total contact count grew 5–10x in several state government divisions in the United States in the last two weeks of March. But it’s not just federal and state agencies — 211 (U.S.), 311 (Canada), and public safety services are using CXone to ramp up operations within mere hours in order to service millions of citizens while also keeping their employees safely working from home.” – Ashish Seth, VP of Product Management for NICE inContact Read the full story here and learn more about NICE inContact’s CXone on AppExchange. 13
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