Mary-Louise Hoffman
NICE‘s inContact business has added a workforce optimization system to a cloud-based contact center offering that was certified under the Federal Risk and Authorization Management Program.
The FedRAMP-compliant CXone platform now includes tools for federal agencies to evaluate the performance of government call center representatives and manage customer experience on a single desktop, the software company said Tuesday.
InContact’s software-as-a-service platform will help government organizations secure contact center information during cloud migration process. CXone is designed to run on Amazon Web Services and combine omnichannel routing, workforce optimization, analytics, artificial intelligence and analytics functions.
The offering consists of Workforce Management Pro, which utilizes patented forecasting algorithms; Quality Management Pro, which employs an agent-focused evaluation, coaching and feedback and Performance Management Pro, which features a dashboard for progress monitoring.
