- 28 May 2018 11:51
NICE inContact CXone Authorised to Operate in FedRAMP Marketplace to Securely Support Government Agencies Seeking Improved Citizen Experience
NICE inContact, a NICE (Nasdaq: NICE) business, today announced it is the first cloud contact centre provider to receive Authorisation to Operate (ATO) for the Federal Risk and Authorisation Management Program (FedRAMP). FedRAMP ATO is a requirement for cloud service providers to serve Federal Agencies. NICE inContact CXone empowers government agencies to respond faster to ever-changing constituent expectations for government services.
With today’s new reality of constant connectivity, citizens have more voice than ever and demand greater transparency to access government services. They want the ability to seamlessly navigate between voice, email, chat, and text to ask questions or resolve issues.
Advances in contact centre technology, such as CXone, give government contact centres the ability to easily add and manage channels, scale up or down when needed, and provide more personalised service for citizens. With FedRAMP-authorised NICE inContact CXone, government agencies are able to confidently deliver a better experience, while abiding by regulations, maintaining compliance, and meeting strict security measures. Any government agency now has the ability to migrate contact centre operations to the cloud to achieve a better citizen experience and control operating costs.
“Obtaining authorisation to operate from FedRAMP is an extremely rigorous process, and we are proud that this achievement means we can now offer one of the most secure environments available to contact centres,” said Paul Jarman, CEO of NICE inContact. “Security and compliance will always be top concerns for government agencies, but with CXone, they can now deliver a better experience to constituents from their contact centres, without worrying about the risk.”
As part of the authorisation process, NICE inContact worked together with Verizon Enterprise Solutions. With the NICE inContact CXone FedRAMP-authorised cloud contact centre, federal agencies can securely integrate the CXone platform to take advantage of previously untapped cloud benefits such as agility, cost-effectiveness, and reliability. NICE inContact CXone Authorisation to Operate currently includes Omnichannel Routing to connect customer journeys across any channel.
“U.S. federal agencies can now implement FedRAMP-authorised cloud contact centres to inject greater personalisation, efficiency, and agility into their operations,” said Mike Maiorana, senior vice president of public sector with Verizon Enterprise Solutions. “By gaining access to these secure, virtual capabilities, agencies can better connect their CRM systems with powerful analytics to offer improved experiences to their constituents.”
To meet the needs of organisations of all sizes, CXone combines best-in-class Omnichannel Routing, Analytics, Workforce Optimisation, Automation and Artificial Intelligence—all on an Open Cloud Foundation. CXone runs on Amazon Web Services (AWS), utilising 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.
About NICE inContact
NICE inContact is the cloud contact centre software leader with the world’s No. 1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimisation, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organisations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. NICE inContact is recognised as a market leader by Gartner, Ovum, IDC, Frost & Sullivan, and DMG. www.niceincontact.com
NICE inContact is part of NICE (Nasdaq: NICE), the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organisations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organisations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
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