United Way and Trupanion Remain Open with the Help of NICE inContact
“Our call centers have limited hours temporarily, and we’re experiencing very high call volumes.” Sound familiar? NICE inContact, a cloud contact center software provider available on AppExchange, is adapting its platform to help agents get up and running quickly at home — literally saving lives while continuing to provide critical support. They’re helping companies across the U.S., from the United Way of Connecticut to Trupanion in Seattle. Here to tell that story is Ashish Seth, NICE inContact’s VP of Product Management.
What impact have you seen as a result of COVID-19?
Ashish Seth: It’s been amazing to see our technology help so many companies during this time. Total contact count grew 5–10x in several state government divisions in the United States in the last two weeks of March. But it’s not just federal and state agencies — 211 (U.S.), 311 (Canada), and public safety services are using CXone to ramp up operations within mere hours in order to service millions of citizens while also keeping their employees safely working from home.
According to Leo Pellerin, CIO of the United Way, “Every single 211 call in the state of Connecticut is being answered from someone’s house. We created a new call center and converted another one in the last week to keep up with increased demand. None of it would have been possible without NICE inContact.”
We are working with Trupanion, a pet insurance company based in Seattle, to help them care for their pets during COVID-19. Ryan Olson, Manager of Contact Center Operations and Analytics shared in this video that in order to keep their 900 employees safe and working remotely during this time, they used NICE inContact CXone to deploy a remote workforce.
What is the challenge NICE inContact’s customers — contact centers — are seeing right now?
Seth: For a contact center, the ultimate business goal is to ensure they can continue to provide great service to their customers. But in light of COVID-19, customers are challenged to keep employees safe, shift work across locations, move fast to support customers, and ensure service reliability. And, they need to do all of this quickly.
Trupanion had a crisis plan in place. Based in Seattle, a city built on fault lines and near volcanos, they had a plan just in case, which included a cloud-based, virtual workforce. However, no one was fully prepared for COVID-19, but we work to make it easier and faster to deploy these crisis plans. For Trupanion, within 72 hours, everyone was working from home with almost no disruption to their services.
Tell us about your solution and how it can help with this challenge.
Seth: CXone@home, a no-charge option to use our enterprise-grade cloud contact center platform NICE inContact CXone, was designed specifically for these challenges. It delivers customers all the capabilities needed to get their agents home to work safely and to ensure their productivity. This includes:
- Call routing (ACD)
- Chat and email
- Interactive voice response (IVR)
- Call/screen recording
- Workforce management
- Quality and performance management
United Way has been working with NICE inContact for over four years. A big reason, as shared in this video, was to connect disparate call centers and save on additional personnel to manage that process. For Trupanion, if you have a plan in place, NICE inContact can help deploy it quickly.
NICE inContact is also expanding services across more than 300 government agencies and non-profit sectors to support increased demand. It’s important to us that our technology can help organizations of all sizes to quickly transition contact center agents to work from home and handle significantly increased volumes of calls or digital interactions.
Learn about NICE inContact’s CXone on AppExchange and see what other solutions can help during this time on AppExchange COVID-19 Resources.
