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News : NICE inContact and Zendesk Working Together to Support Remote Contact Center Teams

#contactcenterworld, @inContact, @Zendesk

Salt Lake City, UT, USA, May 21, 2020 -- NICE inContact, a NICE business (Nasdaq: NICE), and a provider in cloud contact center, announced it is partnering with Zendesk, Inc. (NYSE: ZEN), a service-first customer relationship management (CRM) company, to support contact centers responding to changing customer demands. Companies can now use NICE inContact CXone@home with the Zendesk Support Suite and the complimentary Zendesk Remote Support Bundle to help remote contact center and help desk teams keep up with increased interactions due to COVID-19.

In order to ensure the health and safety of agents, many organizations have transitioned employees to work from home. Both NICE inContact CXone@home and Zendesk Remote Support Bundle enable a fully virtual contact center for business continuity, productivity and service reliability.

CXone@home is now available free for 60 days for new customers and can be up and running in 48 hours with voice and digital channels as well as the complete suite of workforce optimization (WFO) capabilities to ensure agents are both safe and productive while working from home. Zendesk Remote Support Bundle is complimentary for organizations using Pro or Enterprise versions of Zendesk Support or Support Suite.

"Flexibility and adaptability have never been more important for businesses," said Paul Jarman, CEO, NICE inContact. "Customer needs are changing almost daily, so it’s important that agents have access to all the relevant customer information along with the tools to support customers quickly and efficiently. Our partnership with Zendesk ensures that agents have a full view of the customer in an easy-to-use workspace."

Also available, CXone Agent for Zendesk, which is accessible on the Zendesk Marketplace, consolidates customer context and contact center controls into a single interface for increased agent efficiency and customer experiences. 

"Our partnership began earlier this year to give contact centers a complete, comprehensive view of their customers," said David Williams, SVP & GM of Enterprise Product Strategy at Zendesk. "Together, we’re able to bring to market a timely offer that ensures that organizations can continuously provide high quality customer experiences."

#contactcenterworld, @inContact, @Zendesk

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
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About Zendesk:
Company LogoZendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication and social media, Zendesk provides the only professional-grade on-demand help desk. Combining the convenience of the web and agile support, Zendesk extends good help desk karma to any company, large or small, looking to offer beautifully simple online support that is flexible, rich and intuitive.
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Today's Tip of the Day - Experience And Architecture

Read today's tip or listen to it on podcast.

Published: Friday, May 22, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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