COVID-19 added a new challenge to Alphanumeric’s disaster recovery plans. Because it struck everywhere, the pandemic impacted all the company’s contact centers and agents worldwide. However, the “foundation of its technology arsenal,” CXone, drove a rapid and robust response: Alphanumeric didn’t miss a beat in transitioning its global workforce to working remotely in just 24 hours. It continued to serve its many customers around the globe—and even brought some new ones on board!
With CXone, Coast Capital and ECSI Maintain Business Continuity in ‘Perfect Storm’
As financial services providers, both Coast Capital in Canada and ECSI in the U.S. were designated “essential” during the coronavirus pandemic. Both companies leveraged NICE CXone solutions to quickly transition agents to working from home, manage rising levels of calls and stay connected with customers during a time when they most needed support.
CXone Drives CX Improvements, Customer Satisfaction for LPL Financial
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