As COVID-19 impacts businesses globally, many are turning to cloud-based contact centre technology to help deal with the increase in inquiries. For some, it may be the first time they have used or needed this technology.
Rod Lester, Managing Director at NICE ANZ, said that in recent weeks NICE has been standing up solutions for organisations, and in particular providing them with the technology they need to let their agents work from home.
For a limited time, NICE is offering [email protected] — a no-charge option to use NICE inContact CXone, an enterprise-grade cloud contact centre platform. This helps keep agents safe and customers satisfied. Plus, with a complete suite of integrated workforce optimisation (WFO) capabilities, organisations can restore their full business operations remotely within days.
Lester said that NICE [email protected] allows the company’s customers to have a fully-featured omnichannel multimedia contact centre in the cloud, complete with call recording, quality and workforce management, analytics, customer feedback, and gamification.
To take advantage of the platform, the organisation (be it an enterprise or government agency) only needs to furnish their staff with a working device such as a PC, notebook, or even a mobile phone, add in a Chrome browser and a headset.
This solution is also an important piece of business continuity infrastructure, Lester said.
Once deployed, organisations are able to make and take calls, queue customers, play announcements, and record calls. In fact, they will have all of the capabilities they have come to expect from an enterprise-grade solution in a typical working environment.
“We can support geographically dispersed organisations anywhere as long as there’s connectivity,” he explained.
The upswing in the demand for NICE [email protected] has been very significant and is coming from SMBs all the way up to large organisations.
Not surprisingly, given there is no real example to follow, many companies have underestimated how quickly Coronavirus has impacted businesses. That has left a lot of organisations scrambling to adjust, as they simply lacked any plans or processes to cater to the current circumstances.
Lester says that many organisations are trying to use traditional infrastructure to meet their requirements.
“What’s happening is that they’re getting halfway down that process, wasting five to eight days, and then they have to come back to us to put a solution in place that we can do in 48 hours.”
It is inevitable that when companies are rushing to get their contact centres online and train staff in days rather than months there will be degradation to services.
“Typically in a normal environment, it takes three months to get an agent up to speed, but organisations are now having to do that in days. What I think will happen is that consumers will initially have a degradation to service,” he explained.
From this, he said, organisations will have to find new ways of catering to customer service.
According to Lester, channels like chat help deal with larger volumes of inquiries. While consumers may have a degraded service, early anecdotal feedback suggests they will be more understanding.
In terms of pricing, NICE is currently offering its solution for free for 60 days, with a minor stand up cost. Organisations can cancel without any penalty.
Lester adds, “We’re being very flexible with our existing customers, and also potential new customers as well. So we’re looking for innovative ways to help them.”
About this author
Athina Mallis is the editor of the Which-50 Digital Intelligence Unit of which NICE is a corporate member. Members provide their insights and expertise for the benefit of the Which-50 community. Membership fees apply.