An Update on COVID-19 Readiness and Response...
In these uncertain times, as we all respond to the growing impact of COVID-19, NICE is working around the clock to make sure our employees and customers are both safe and prepared.
NICE has been serving our markets for over 30 years, and you have relied on us to enable your organization to deliver engagements that are both secure and exceptional. In the last few weeks we have been helping you minimize the impact to your business, as you experience rapid and unexpected changes.
We are proud that you look to us as a trusted partner to help address these and other pressing business concerns. We want to let you know that we treat this responsibility with great care and are prepared to support you and your business.
Internally, we have proactively activated our Business Continuity Plan that addresses both readiness and response. Specifically, we have taken the following measures:
- Limited non-critical business travel for NICE employees worldwide
- Established remote work procedures where relevant
- Required all employees who have visited affected areas to self-quarantine for a period of 14 days
- Expanded the resilience and elasticity of our cloud infrastructure, as we experience an increase in volumes
How Customer Service Agents Can Work from Home
Customer experience organizations have faced unprecedent change as a result of COVID-19. Relied upon for critical service and support for their customers, many organizations have transitioned their employees to work from home (WFH). Remote agents find themselves looking for managerial support previously provided in person, while facing higher customer demands, increasing call volumes, and more complex interactions.
NICE WFH resource center provides a comprehensive guideline for empowering customer service departments in times of change.
FREE Work From Home Module
Many of you are seeing increased interaction volumes and rising handle times as consumers raise questions that go beyond usual service-related inquiries. We also realize that multiple organizations will have their employees work from home for an extended period of time.
NICE inContact announced it is providing a free work-from-home module for users of the NICE inContact CXone cloud customer experience platform, to maintain service continuity for employees that work from home.
Support For 211 and 311 Organizations
To support the potential increase in call volume that 211 and 311 organizations may receive, we announced we will provide free voice call ports to those critical organizations over the next six months. Click here for detail.
FREE NICE Investigate Xpress Digital Evidence Management
For public safety, interpersonal contact is the nature of the job, but in a pandemic, an effective response can’t always be face-to-face. To protect first responders, departments are pulling back on in-person response to non-emergency calls and handling these calls over the phone. Agencies are also struggling with keeping workforces productive as more are quarantined at home, and protecting officers from handling contaminated evidence. Offered at no-cost through the end of 2020, NICE Investigate Xpress keeps public safety personnel safe while they continue to perform vital duties. Here’s how:
- Emergency Dispatch – Officers can request evidence from citizens and businesses using links sent to their phone or PC, providing immediate access to evidence without physical intervention
- Policing & Investigations – Removes ‘physical touch’ from digital evidence, reduces face-to-face interactions, mitigates virus spread, and improves social distancing and productivity of quarantined personnel by enabling evidence to be collected remotely and also enabling personnel to work from home
- Criminal Justice – Prosecution, courts and other justice partners are able to share evidence completely electronically while maintaining chain of custody
FREE Public Safety Non-Emergency Call Handling
Emergency communication centers are on the front line of the COVID-19 pandemic, always answering the call. But it’s impossible to social distance when telecommunicators are cramped together. And the biggest fear – what happens when they get sick and there’s no one to take the call? NICE solve these problems by helping centers seamlessly transition non-emergency call handling to employees who can work at home. Over one million call center agents already use our cloud-based call handling solutions to work remotely. Now emergency communication centers can take advantage of it too. The service is FEDRAMP certified and available to emergency communication centers at no charge for 90 days, and includes everything that at-home telecommunicators need to handle non-emergency calls remotely (ACD, audio recording, integrated softphones and storage).
Trade@Home Support and Resources
Today, many financial services firms are transitioning regulated employees to work at home environments in unprecedented numbers. Now is not the time to skirt compliance obligations. If you need additional recording licenses for remote employees, simply contact us and we’ll get you what you need fast. We’ve also assembled these complimentary Trade@Home resources to help you continue to deliver on client expectations and business objectives, while navigating these challenges.
We are proud that you look to us as a trusted partner to help address these and other pressing business concerns. We treat this responsibility with great care and are prepared to support you and your business. At any time we are a click away.