NICE inContact Teams Up with Zoom for an Integrated Cloud Communications Platform

Leaders in cloud contact center and video-first unified communications join forces to deliver faster, more personalized customer experiences while supporting remote workers

NICE inContact, a NICE businessand the leader in cloud contact center, announced that it has entered into a partnership with Zoom Video Communications, Inc., a leader in video-first unified communications. As both companies offer services which enable remote workers, the partnership helps address rapidly changing customer needs and business continuity demands.

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As companies and governments are increasingly asking employees to work from home, Zoom and NICE inContact are providing an integrated solution to quickly and productively enable remote employee collaboration and distributed virtual contact centers. Zoom Phone provides advanced cloud-based calling capabilities built on a video-first platform, which facilitates real-time collaboration with contact center agents using NICE inContact CXone. In addition to the existing capabilities Zoom and NICE inContact offer customers, NICE inContact CXone@home, a special edition of the enterprise-grade NICE inContact CXone cloud contact center platform, can be fully operational in 48 hours, is free for 45 days for new customers and integrates with back-office employees using Zoom for improved collaboration and faster customer service.

Through this partnership, both companies can now deliver the combined solution to contact center agents and knowledge workers globally. Now customer service organizations can combine the power of NICE inContact CXone, which unifies best-in-class customer analytics, omnichannel routing, workforce optimization and automation and artificial intelligence on an Open Cloud Foundation, with Zoom’s innovative Zoom Phone offering, enabling a more efficient environment for employees, exceptional customer experiences and better business results.

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“As we speak, our customers are racing to transition employees to work from home or shifting work to employees in less affected regions to maintain business continuity,” said Paul Jarman, CEO NICE inContact, “We are thrilled to partner with Zoom and proud that we’re providing a solution that enables remote collaboration and customer service.”

“Zoom is excited to partner with NICE inContact to bring an integrated cloud communications offering to market,” said Laura Padilla, Head of Global BD and Channel for Zoom. “This solution will help global enterprises provide a seamless employee transition to remote working environments while continuing to deliver customer happiness.”

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