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."
Posted by Veronica Silva Cusi, news correspondent
About NICE inContact:
NICE 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.
Zendesk 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.
Published: Friday, May 22, 2020
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