NICE inContact has become the first cloud contact center provider to receive authorization to operate (ATO) for the Federal Risk and Authorization Management Program (FedRAMP), a requirement for cloud service providers to serve U.S. government agencies.
With FedRAMP-authorized NICE inContact CXone, government agencies can now migrate contact center operations to the cloud.
"Obtaining authorization to operate from FedRAMP is an extremely rigorous process, and we are proud that this achievement means we can now offer one of the most secure environments available to contact centers," said Paul Jarman, CEO of NICE inContact, in a statement. "Security and compliance will always be top concerns for government agencies, but with CXone, they can now deliver a better experience to constituents from their contact centers without worrying about the risk."
As part of the authorization process, NICE inContact worked with Verizon Enterprise Solutions.
"U.S. federal agencies can now implement FedRAMP-authorized cloud contact centers to inject greater personalization, efficiency, and agility into their operations," said Mike Maiorana, senior vice president of public sector at Verizon Enterprise Solutions, in a statement. "By gaining access to these secure, virtual capabilities, agencies can better connect their CRM systems with powerful analytics to offer improved experiences to their constituents."
CXone combines omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence, all on an open cloud foundation. CXone runs on Amazon Web Services (AWS) and provides hundreds of APIs and enables integrations with dozens of partner solutions as well as customer-specific extensions.