September 23, 2019

NICE Incontact CXone Expands FedRAMP Leadership with Workforce Optimization Authorization

NICE Incontact CXone Expands FedRAMP Leadership with Workforce Optimization Authorization

New Seamlessly Integrated Workforce Optimization Capabilities Extend Cxone Fedramp Offering to Improve Citizen and Agent Experiences

NICE inContact, a NICE  business, announced that NICE inContact CXone has expanded its Federal Risk and Authorization Management Program (FedRAMP) Authorization to Operate (ATO) leadership with the addition of CXone Workforce Optimization, to improve citizen and agent experiences. CXone, the world’s #1 cloud customer experience platform, is the industry’s first and only FedRAMP authorized cloud contact center (SaaS) solution, the only Salesforce FedRAMP authorized cloud contact center partner, and now the only provider of a FedRAMP authorized workforce optimization (WFO) solution seamlessly integrated in a cloud contact center (SaaS) solution. FedRAMP ATO is a requirement for cloud service providers to serve US government Federal Agencies.

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NICE inContact CXone Expands FedRAMP Leadership with Workforce Optimization Authorization.

FedRAMP authorized CXone now delivers workforce management, quality management and performance management capabilities on one unified desktop. Federal agencies can now better engage and evaluate agents, ensure proper staffing and reduce labor waste with optimized spend.

New FedRAMP Authorized CXone with WFO Boosts Agent Productivity and Contact Center Efficiency
CXone FedRAMP authorized WFO cloud native functionality is unified and seamlessly integrated with CXone Omnichannel Routing and includes:

  • CXone Workforce Management Pro helps contact centers reduce labor waste and achieve goals with patented technology producing the industry’s most efficient and actionable schedules. With patented forecasting algorithms, agencies will benefit from a variety of forecasting options to meet their needs.
  • CXone Quality Management Pro helps operations leaders target employee coaching and feedback to improve customer experience. Using an agent-centric approach to quality such as agent self-evaluations, automated feedback and workflows, CXone Quality Management Pro lets managers effectively balance between operational improvements and agent empowerment.
  • CXone Performance Management Pro enables supervisors to set specific KPI goals and track personalized coaching efforts. Dynamic dashboards give both agents and leaders immediate insight into progress against targets. Actionable, instantaneous performance insights result in more proactive and engaged agents and give supervisors more time to focus on driving business results.

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As the first and only FedRAMP authorized cloud contact center (SaaS) provider, the market-leading NICE inContact CXone platform helps government contact centers protect information when moving to the cloud. The CXone FedRAMP-authorized solution serves a wide range of contact center organizations – from multiple thousands of agents to under one hundred – providing one unified experience for administrators, supervisors, and agents.

“We are keenly focused on empowering federal agencies to meet citizen demands for secure interactions and outstanding experiences, while providing the tools necessary to engage and optimize their contact center workforce,” said NICE inContact CEO Paul Jarman. “NICE inContact CXone has enhanced its position as the leader in the FedRAMP Marketplace – the addition of WFO capabilities to CXone reinforces our commitment to security and compliance alongside delivery of exceptional agent and customer experiences.”

NICE inContact CXone FedRAMP authorized cloud contact center enables federal agencies to take advantage of previously untapped cloud benefits including agility, cost-effectiveness and reliability. To meet the needs of organizations of all sizes, CXone combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence—all on an Open Cloud Foundation. CXone runs on Amazon Web Services (AWS), utilizing microservices, and is based on an open, cloud native foundation, which provides full elasticity, rapid turn up, and strong reliability. Furthermore, CXone provides hundreds of APIs and enables integrations with dozens of partner solutions as well as customer-specific extensions, creating a broad technology ecosystem that extends its capabilities.

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