Case Study: Alphanumeric Systems achieves 24-hour global remote workforce transition and business continuity with NICE Systems' CXone

Alphanumeric Maintains Global Business Continuity with CXone During COVID-19 Pandemic

Alphanumeric, a global technology and services firm supporting clients in life sciences, public sector and healthcare, operates about 400 contact center agents across 35+ countries and handles critical support for clinical drug trials. When COVID-19 threatened operations, the company faced the urgent challenge of maintaining 24/7/365 uptime and rapidly transitioning a dispersed, multinational workforce to remote work.

By leveraging NICE CXone (omnichannel routing, workforce and performance management) and regular disaster-recovery practices, Alphanumeric moved its global team to work-from-home within 24 hours and preserved business continuity with 99.9% uptime. The solution boosted agent satisfaction, protected service delivery for clinical trials, and helped attract new government and enterprise opportunities.

Alphanumeric Systems

Jay Baucom

Senior Vice President, Global Operations and Chief Information Office