#contactcenterworld, @firstorioncorp, @NICELtd
North Little Rock, AK, USA, Nov. 22, 2021 -- First Orion, a provider of branded calling solutions for enterprises, announced it has partnered with NICE (NASDAQ: NICE), a provider of the cloud-native customer experience (CX) platform, CXone, to deliver Branded Calling solutions and support STIR/SHAKEN call authentication for NICE CXone enterprise customers.
Leveraging First Orion’s Branded Calling solutions, companies on 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.
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"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."
The rise in robo and scam calls over the last 18 months have made U.S. consumers apprehensive about answering an unknown phone call. In fact, 85% of consumers say they consider brands that contact them with an unidentified number as "illegitimate," according to First Orion’s 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%.
"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. "By offering verified, protected outbound calling, NICE CXone is helping its customers create meaningful, trusted connections and exceed their business metrics."
Posted by Veronica Silva Cusi, news correspondent
About First Orion:
First Orion helps the world’s carriers, enterprises, and mobile apps provide mobile users with the protection they need from scams and the identity verification they need to answer trusted calls. The company’s flagship First Orion Call Protection Suite currently provides call control, blocking, transparency, and management solutions to tens of millions of mobile handsets. Additionally, First Orion’s Call Enhancement Suite, INFORM™ and ENGAGE®, tells mobile subscribers who is calling and why, empowering them with the ability to take action, while also providing businesses the ability to verify their identity when calling their customers. Nearly 87 percent of calls go unanswered because consumers don’t recognize the number or don’t trust the identity. With First Orion – enterprises, hospitals, government entities, non-profits, last-mile logistics, banks and more can now deliver critical communications and have their calls answered. Processing over 90 billion calls annually, First Orion powers communication transparency solutions for T-Mobile, Metro by T-Mobile, Boost Mobile, Sky, Virgin Mobile and Sprint Prepaid mobile networks along with PrivacyStar and other mobile apps. Established in 2008 and led by Charles Morgan (former Founder & CEO of Acxiom), First Orion is headquartered in North Little Rock, Arkansas, has offices in Seattle, London, and Dubai, and employs nearly 250 people globally.
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Wednesday, November 24, 2021
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