NICE has today announced a major boost for contact centres across the global COVID-19 vaccine supply chain using its cloud platform named CXone. NICE, which works with organisations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last, will offer up the CXone, dubbed the industry’s most complete cloud customer experience platform with the aim to combine top of the range customer analytics, omnichannel routing, workforce optimisation, automation and artificial intelligence all on an open cloud foundation to help organisations truly transform every single customer interaction.
The supply chain for the crucial COVID-19 vaccine – created and trialled by Pfizer and Astra-Zeneca – is made up of three crunch stakeholders. These are healthcare providers, vaccine manufacturers and national agencies that are responsible for the distribution of the jabs.
Platform Eliminates Administration Bottlenecks
NICE CXone guarantees flawless and clear communication throughout at a time of high anxiety when governments are scrambling to build and scale this historic administration strategy, with a feature that also eliminating bottlenecks.
Paul Jarman, NICE inContact CEO said: “This is a historic moment, and contact centers play a critical role in efficiently distributing and building trust in the COVID-19 vaccine.
“As the vaccine rollout unfolds, information and service centers across the pharmaceutical industry, health departments, government agencies, distribution companies and pharmacies need to quickly ramp up customer service as needed.”
He added: “CXone equips all of them with innovative cloud technology that drives flexibility, reliability and agility in the face of such a grand-scale effort.”
A staggering tens of millions of vital vaccine doses are currently in the process of being shipped to an array of nations and administered by others across the globe to help end the devastating pandemic which has threatened the very fabric of societies. Aiding organisations are also speeding up the process by moving faster than ever in the race to produce, distribute and communicate information about the vaccine.
To assist this vaccination programme, such parties need a reliable platform to allow them to be successful in this mission. With this in mind, government agencies are ramping up their capacity with CXone to prepare for increases in demand and numerous healthcare providers and pharmacies are already relying on CXone to serve their patients and customers. This also comes as two of the leading approved vaccine manufacturers have announced they too are now using CXone.
More than ever, it now remains crucial that contact centres involved in the mass operation to vaccinate the population have the correct tools at their fingertips to enable maximum agility, scalability and speed to help rollout the vaccine. Rapid deployment on a scalable, secure and reliable platform such as the CXone customer experience cloud provides support to agencies that are proudly serving on the front line in the global fight against the vicious pandemic. Responding to inbound inquiries about the vaccine can be achieved with ease by contact centre agents, who can use the system to also proactively push information to patients using SMS or digital messaging.
Added to that, chatbot technologies and the ever-increasing adoption of CXone digital self-service acts as a force multiplier that scales and simplifies contact centre service in light of the sharp increase in volumes.
