Company Profile

  • IndustryCloud contact center software
  • Customers2,000+ contact centers
  • ChallengeProviding global reach
  • SolutionInbound voice services in 51 countries
  • ResultsOnly cloud contact center company with guaranteed voice quality
  • Websiteniceincontact.com
  • Fave featuresCoverage, Availability, Voice quality

Building clear lines of communication

As the saying goes, it can take months to win a customer, but only seconds to lose them. Building a good customer experience (CX) doesn't happen by accident. For the modern business with operations from Timbuktu to Kalamazoo, it’s no mean feat providing consistently high-quality CX.

NICE inContact has always understood that the contact center is where a company's battle to keep its customers is won or lost. That's why it strives to ensure its omni-channel cloud customer experience platform, NICE inContact CXone, is capable of creating clear lines of communication between enterprise contact centers and their customers, wherever they might be. At its most fundamental, the challenge is one of reach. And that's no mean feat when your platform is available in 100+ markets.

Reaching around the world

With Voxbone in its corner, it is easier for the cloud contact center software leader to integrate a high-quality inbound voice solution that is available in 9,000+ area codes. That's over 90+% of the world economy just a phone call away, and Voxbone's reach is only getting larger.

Donna Wehan, Director of Product Management for CXone Voice-as-a-Service, explains: "For our local DID, toll-free and number porting services, we leverage Voxbone globally to handle our customers' needs."

Results

Voxbone's local and toll-free phone numbers provide NICE inContact with an integrated solution for inbound voice across 51 countries, as part of their cloud contact center software solution. By interconnecting directly with Voxbone's fully-meshed global VoIP backbone, NICE inContact can offer its users a one-stop contact center service that includes access numbers in all these markets.

As a CaaS (Communications-as-a-Service) provider, Voxbone is a NICE inContact preferred call origination partner, delivering local and toll-free calls made from countries all over the world directly to its platform. That's why it uses Voxbone's inbound voice services in 51 countries. And that figure continues to rise.

"We want to avoid the headache of standing up voice services in every country where we offer our platform. Voxbone is there to do the heavy lifting. They've already done the hard work for us," says Wehan. "When it comes to coverage, Voxbone's reach is seemingly endless. As we broaden our customer expansion across EMEA and Asia, Voxbone gives us an advantage."

Always available, always amazing

NICE inContact understands that customer service is experiential. To paraphrase Maya Angelou, people may forget what you said or did, but they never forget how you made them feel. This proposition is built on availability and quality. The service has to be there at all times and it has to be great.

Because of the strength of its platform and reliability of partners such as Voxbone, NICE inContact is confident enough to put its bottom line on the line. "We're the only cloud contact center provider that guarantees voice quality," explains Wehan. "That's why Voxbone is such an obvious choice for us. They help us continuously meet our voice quality targets. With Voxbone we have a consistent quality of service and quality of experience."

“Voxbone is there to do the heavy lifting. They’ve already done the hard work for us. As we expand in new markets, Voxbone gives us an advantage.”

Donna Wehan, Director of Product Management for CXone Voice-as-a-Service, NICE inContact

Easing ahead of the curve

NICE inContact is rapidly expanding into new markets and Voxbone makes this process much easier. Wehan explains: "At the end of the day, Voxbone helps us accelerate our entry into these markets and keeps us ahead of schedule. Consistently, it can offer us geographic coverage of toll-free number services that we're just not able to get from conventional carriers. Voxbone understands growth and global expansion."

Another way that Voxbone helps NICE inContact is by making the process of provisioning and managing services as simple as possible. With the Voxbone portal, setting up and managing voice services and numbers again becomes a breeze. "The Voxbone portal experience is exceptional," notes Wehan. "Voxbone leads the pack for ease of use by our provisioning teams from start to finish."

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