Overview
An industrial software developer was increasingly challenged by an outdated on-premises contact center system. But the company was soon fulfilling its founder’s pledge to “leave no customer behind” when it used CXone APIs to develop an intelligent routing system—a solution that drove dramatic improvements in CX and customer satisfaction.
CXone Drives Alphanumeric’s Business Continuity Amidst Pandemic
: 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!
Business Continuity during a pandemic
Calls to 211 LA’s disaster hotline escalated dramatically during the COVID-19 pandemic. 211 LA turned to Expivia, a BPO using CXone, which enabled both organizations to quickly transition their agents to working from home.