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NICE Integrates Workforce Mgmt Platform in FedRAMP-Authorized Cloud Contact Center

NICE Integrates Workforce Mgmt Platform in FedRAMP-Authorized Cloud Contact Center - top government contractors - best government contracting event
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Jeff Brody

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.

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Written by Mary-Louise Hoffman

is a writer of news summaries about executive-level business activity in the government contracting sector. Her reports for ExecutiveBiz are focused on trends and events that drive the GovCon industry to include commercial technologies that private companies are developing for federal government use. She contributes news content to ExecutiveBiz’s sister sites GovCon Wire and ExecutiveGov.

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