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.
With CXone, Coast Capital continues expansion against all odds
Had Coast Capital stayed with its old on-premises contact centre system, the emerging coronavirus pandemic would have derailed its plans to expand throughout Canada. But having moved to the CXone unified cloud platform, the credit union not only continued its expansion but also transitioned agents to working from home, enabling its Advice Centre to field increasingly high call volumes and improve efficiency and productivity.