UK Healthcare Contact Center Accelerates Move to the Cloud

NICE inContact, a NICE business (Nasdaq: NICE), has announced that a UK healthcare provider has moved nearly 2,000 contact center agents to work remotely from home using NICE inContact CXone, the world´s cloud customer experience platform, in response to increased call volume due to the COVID-19 pandemic, the company said.

Facilitated in collaboration with partner Unify Communications, the rapid deployment delivers immediate relief to overloaded, outdated on-premise systems with the reliability and scalability of the cloud.

Demonstrating the speed and agility that the cloud offers, NICE inContact CXone was implemented in just days as agents in two contact centers were shifted to work from home, taking triage for all calls related to COVID-19 as well as opening additional lines for other health services. Consolidating with one cloud platform enables the medical management provider to improve service and responsiveness to patients by having all calls handled by one vendor while also safeguarding agents´ health with the ability to productively and effectively work remotely.

NICE inContact works with organizations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last.

NICE is a provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.