for customers with under 750 agents (
TRANSCRIPT
SafeService
Continuity
From Safe to Safe and Productive -next generation of CXone@home Software
Move your contact center agents home in 48 hours and restore your full business operations remotelyin under 7 days
Get all your agents home and continue delivering service across all channels
For customers with under 750 Agents (<500 outside US)- Agents not yet working from home
- Feeling pain of legacy tech not sustainable @home
CXone@homeALL IN ONE
FREE for 60-DaysNo contract. No commitment
- ACD & IVR
- Voice Recording Pro
- Chat & Email
AgentPerformance
& Compliance
ServiceLevel
Assurance
Coach and monitor remotely to boost CSAT and build agent skills
Manage staffing, adherence to meet SLAs
- Screen Recording Pro
- QM Analytics Pro
- inView Performance Mgt
- Workforce Mgt Pro
Contact your Regional Partner Managerfor More Information.
Commercial Highlights
Copyright © NICEinContact
Why CXone@home may be a betteranswer than your current ACD for Safe and productive work-from-home
Contact your Regional Partner Managerfor More Information.
CXone@homeCOMMERCIALS
CXone@homeOne-time
Services SetUp Price (USD)
Turn-upTime
Safe ServiceContinuity
$5K (Voice)$2K (Chat/email)
Day 2Day 3
AgentPerformance &Compliance
$5,000 (QMA &Screen Rec Pro)$2,500 (inView)
Day 7
Service LevelAssurance1
$14K (WFM Pro) Day 452
- ACD turned-up in 48 hours- No contract, no commitment- No software charges for 60 days- Can upsell existing ACD customers3
- Negotiate 12-month term for day 61+ OR customer billed month-to-month - All products available, only pay one-time charges for products needed- Right-fit Customer Success Package at no-charge for 60-days
One-time Implementation Pricing
1 WFM Pro includes initial turn-up and pool of 1:1 training & consulting hours2 For new customers forecasting not ready for 90-days, existing ACD customers must have at least 12-weeks of historical data to begin forecasting on Day 453 Existing CXone ACD customers on user hub only (for now)
Does your existing ACD support remote agents?
- All agents @home < 48 hrs.
- No VPN required
- No hardware required – immediate elasticity
- No costly and time-consuming upgrades required
No InfrastructureAre current agent device
requirements sustainable?- Simple to support: browser and Internet connection
- Can use low cost Chromebook
- No installs or PC config for IT to troubleshoot per agent
- Intuitive, consolidated agent desktop
No Help Desk or ClassesDo agents and supervisors have
full app access @home? - Remote agent support for voice and all digital channels
- Out of the box embedded agent UI with leading CRMs*
- CXone provides complete suite of WFO and analytics for agent productivity** Turn-up within 7 days
Complete Offering
Q & A: CXone@home Q2 Offer
Q: How long is CXone@home All in One for? 45 or 60 days? A: 60 Days. (if the customer previously had CXone@home – add 15 free days).
Q: How long can we offer CXone@Home?A: Extending the offer until the end of Q2 (June 30th)
Q: Can I offer CXone@home for accounts > 750 seats?A: No. Unless specific approval from NICE inContact leadership has been consulted and agrees.
Q: Can partners resell CXone@home?A: Yes. Non-OEM resell partners can continue selling the expanded Q2 offering. OEM partners will have the option available.
Q: Can NRCs be spread out over time?A: For WFM Pro. Half will be billed up front, the second half can be spread out over 12 months.
Q: When do the free 60 days start? A: From the day the system is available to your organization.
Q: Can partners still get the SPIFF for this offering?A: No, but they remain eligible for the SPIFF once it converts to a paying contract.
Q: What happens after 60 days?A: If the customer wants to extend, they can negotiate a contract or continue monthly at rate pre-determined (list minus standard discount) in their initial CXone@home service agreement.
Q: Is there a limit on the number of agents?A: There is a minimum of 25 agents to qualify for the free offer and over 750 agents requires approval
Q: Where can I go to get additional supporting materials on our BCP messages?A: https://www.niceincontact.com/covid-19-continuity
Partner Joint MarketingOpportunities
- Press release announcing joint CXone@home and partner solution for work-from-home and business continuity leveraging existing product integrations
- Partner sellers can introduce CXone@home into eligible accounts in need of a rapid solution and partner with NICE inContact sellers to close business
- Joint webinars to respective installed bases promoting partner solutions
- Joint webinars to prospect accounts promoting integrated offerings
- Social promotion of joint solution weekly
- NICE inContact will conduct enablement sessions for partner sellers on CXone@home offering value proposition
- Joint customer case study/testimonial development and promotion
COVID-19:Messaging, Offers, and Continuity Plans
March 18, 2020
Chris Bauserman, VP Product Marketing, NICE inContact
Chris Romrell, Manager, Technical Account Management
How we help Key messages and content
New offers for customers and prospects
Our Business continuity
For platform, network, and support services
Q & A
Agenda
2
1.
2.
3.
4.
How we are delivering continuity
3
Keep Employees
Safe
Full work from home support. All you need
is a computer and Internet.
Shift Work Across
Locations
Multi-site queue across regions, and
make call flow or IVR updates in minutes
Move Fast to Support
Customers
Elastic scaling to handle customer
demands and turnup of CXone in 48 hours
Ensure Service Reliability
Guaranteed 99.99% uptime and global
redundancy
Resources: COVID-19 continuity
4
Keep Employees Safe
• Checklist: work-
from-home readiness
• Work-from-home agents best practices webinar
• Work-from-home agents whitepaper
Shift Work Across Locations
• Multi-site / multi-
region whitepaper • LA County 211
agility during crisis webinar (replay)
Move Fast to Support Customers
• Hurricane Harvey
72-hour turn-up • Aetna turn-up
CXone in 3-weeks • Teleflora elasticity
case study • CXone for IT
Leaders demo
Ensure Service Reliability
• NICE inContact Trust Office
• Disaster recovery paper
• Disaster recovery / continuity datasheet
Overall Resource Page: www.niceincontact.com/covid-19-continuity
Press Release | Crisis Management Blog | 211/311 Blog
CXone@home
• Turn-up CXone within 48 hours
• No charge for software for 45 days
• New CXone customers only
• Details on next page
New business continuity offers
Free business continuity
planning review
• Overview of our business continuity and remote work capabilities
• Assessment of customer / prospect environment
• Delivered by SEs or TAMs
Free voice ports for 211 / 311
services
• Unlimited additional voice ports to handle potential surge in citizen calls
• Valid through 10/31/2020 with contract addendum via pricing desk
• Similar international services by approval
5
6
Up and running in 48 hours
No charge for CXone cloud software for 45 days*
No commitment, no contract
CXone Call Center Bundle: min 25 seats, no max
− ACD/IVR
− Audio recording
− Integrated softphone for B-leg (agent)
− Call forwarding for A-leg (customer)
− 5 GB active storage and 3 voice ports per agent
− Free unlimited voice ports for 211/311/similar agencies
− Care customer success package
CXone@home offer
https://get.niceincontact.com/cxoneathome
*Nominal one-time activation fee applies
7
CXone@home fast implementation
CXone@home Call Center Global Package
NICE inContact CXone USD AUD EUR GBP
ACD/IVR ✔ ✔ ✔ ✔
Ports 3 3 3 3
Active Storage 5 GB 5 GB 5 GB 5 GB
Integrated Softphone ✔ ✔ ✔ ✔
Audio Recording Pro ✔ ✔ ✔ ✔
Implementation NRC – Direct List Price $5,000 AUD 7,100 €4,500 £4,000
Implementation NRC - Partner Buy Rate $4,000 AUD 5,680 €3,600 £3,200
• Dedicated cross functional team for this offering
• Available capacity today for spikes--Operations began planning for additional spikes a week ago
• Certified Implementation Partners (CIP) also available:
• 3 CIPs already on standby. Adding more this week.
• Flexibility with international regions via CIPs and in-house resources
• Fast Start implementation in 48 hours – Standard pre-written SOW and price for all clients
• E-learning for agent training
• No changes or additions except for-fee additions: chat/email, pre-built CRM integrations
COVID-19 Continuity and CXone@home smartpage
Content Hub partner resources
8
Is CXone@home available to Partners?
• Yes. CXone@home is available to all non-UCaaS partners at this time
Do any SPIFFS in market apply for CXone@home opportunities?
• No, but they remain eligible for the SPIFF once it converts to a paying contract
Does the CXone@home promotion apply to existing customers?
• No. This promotion applies to new customers / “new logo” only
Is there a limit on the number of agents?
• No. There is a 25-seat minimum to qualify, but no cap on the number of agents
Partner FAQs: CXone@home offer
9
NICE inContact service continuity
Remote Work and Back Office
NICE inContact Architecture and Services
Disaster Recovery Planning
• Prioritize systems review based on
potential CX impact
• Quickly update IVR announcements
• Start holistic emergency planning for
remote agents now
• Expand use of virtual agents as
normal business or during volume
spikes
Planning ahead
12
• Geographic Redundancy
− Data Center & POP
▪ LAX/DAL (US)
▪ FRA/MUN (EMEA)
▪ SYD/MEL (APAC)
− AWS
▪ Oregon (US)
▪ Virginia (FedRAMP)
▪ Frankfurt (EMEA)
▪ Sydney (APAC)
− Telecom Point of Presence
▪ 11 globally redundant POPs
Fault tolerant design
− Primary/Secondary
▪ Active/Active
▪ File Replication
▪ Database Replication
− Load Balanced
▪ Web Servers
▪ Media Servers
▪ API Servers
• Customer Experience
− How can you pre-plan for potential risks so that you provide your customers with the best possible experience
− Utilize Hours of Operation tool for messaging (high queue times) & emergency handling
− Offering Voicemail, Callbacks or alternative digital channels
− Pre-plan for Messaging/Alerts on customer-facing portals/websites
• Fault-Tolerance
− Does your NICE inContact solution have on-premises dependencies (PBX, dedicated circuits, local databases, etc.)
− How do your studio scripts handle timeouts, non-responsive requests from their integrations?
Risk planning
Continuity / remote agent checklist
14
Q & A
15