United Way of Connecticut enjoys business continuity with CXone

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Overview

Because residents depend on United Way of Connecticut for essential health and human services, its contact center agents periodically worked from home to ensure continuity in case of a disaster. So when the coronavirus struck, the organization was ready. The CXone cloud platform enabled agents to move to working from home in less than a week, all while handling massive call volumes. United Way was even able to transition its two additional contact centers to CXone in just a couple of days.