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If you’re running a large business, you’re facing extreme levels of uncertainty right now. One factor that may be weighing on your mind as you work from home in self-isolation is how strong your key vendors and service providers will be as they emerge from the other side of the current global crisis. If you’ve made a bet on an emerging technology or a startup vendor, can it deliver once this is all over?

As the world is adopting various forms of social distancing and adapting to a new reality, the contact center is simultaneously witnessing several phenomena.

Business continuity is the plan that well-organized businesses put into play during times of events or crises that result in the disruption of normal business activities.

COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all. (AND WE THANK YOU!)

Healthcare insurance providers have a central role in the world’s battle against the Covid-19 outbreak. As they adjust to a new reality and help members to access potentially lifesaving medical help, providers are seeing massive spikes in volumes of claims. In the background, automation tools are helping them to rapidly scale in response to the crisis. Let’s look at how the industry is putting NEVA (NiCE Employee Virtual Attendant) to work.

Contact center representatives and agents are always on: Their roles require them to be continuously engaged while interacting with customers. They’re called on to switch between multiple skills or channels while maintaining high levels of accuracy and thinking on their feet – all while staying positive and responsive to customer needs.

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it. For contact centers, it’s an ideal opportunity to rise to the challenge.