RA'ANANA, Israel, July 24, 2013 /PRNewswire/ --
NICE Systems (NASDAQ: NICE) today announced that it has
been selected by Sky (BSkyB) to further enhance customer experience
and improve operational efficiency. Sky will utilize a joint
NICE-Silver Lining workforce optimization (WFO) solution to more
effectively manage its multi-skilled workforce in order to provide
outstanding customer service, drive optimal business results, and
reduce costs.
"Sky is making significant investments in workforce optimization
technologies to further improve our great customer service and
which will deliver a compelling return on investment," said
Andy Webster; Head of Contact Design
and Service Delivery at Sky. "We are confident that the combined
offering from NICE and Silver Lining Solutions will help us extend
our leadership in customer service."
Sky is among the leading UK home entertainment and
communications companies and runs one of the largest contact center
operations in the UK. The offering will provide the most complete
visibility into actual agent activity and skill gaps for over 7,500
customer-facing employees. Using this performance data, the company
can create, manage, and enhance tailored training plans at scale.
It can also ensure that agents are able to quickly and easily
access information needed during real-time customer
interactions.
The solution comprises the following innovative
technologies:
- NICE IEX Workforce Management helps to forecast staffing needs,
schedule agents, and effectively manage daily changes in Sky's
complex multi-site, multi-skilled call center environment;
- NICE Real-Time Activity Monitoring provides visibility into
employee desktop activities, identifying process inefficiencies as
well as best practices for improving productivity.
- Silver Lining Solutions' Optimizer highlights skill gaps at an
individual level, allowing Sky to create personalized training
plans for each employee;
- Silver Lining Solutions' Planner enables the automatic
scheduling and management of these training plans for individual
employees based on performance.
"We are pleased to play an important role in helping Sky achieve
its business goals," said Benny
Einhorn, President EMEA and Chief Marketing Officer at NICE.
"While Sky has a rich and diverse product set, we were able to
offer them a unified WFM and skills management strategic solution.
The adoption of our solution by a major UK communications company
strongly supports the value of our offering in providing scalable,
multi-channel workforce optimization capabilities."
About BSkyB
Sky operates the most comprehensive multi-channel,
multi-platform television service in the UK and Ireland. Over 10.3 million households across
the UK and Ireland enjoy an
unprecedented choice of movies, news, entertainment, arts and
sports channels. http://www.sky.com
About Silver Lining Solutions
Silver Lining Solutions is a leader in performance optimization.
Leading companies around the world use Silver Lining's unique
solutions to transform the customer experience and achieve step
change improvements in sales performance, customer experience and
operational efficiencies. Operating since 2001, the company is
headquartered in Birmingham, UK,
with offices in Asia Pacific and
the United States. In 2009, Silver
Lining Solutions received the prestigious award for 'Best Product'
at the Call Centre & Customer Management Expo.
http://www.silverliningsolutions.co.uk
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of
software solutions that enable organizations to take the next best
action in order to improve customer experience and business
results, ensure compliance, fight financial crime, and safeguard
people and assets. NICE's solutions empower organizations to
capture, analyze, and apply, in real time, insights from both
structured and unstructured Big Data. This data comes from multiple
sources, including phone calls, mobile apps, emails, chat, social
media, video, and transactions. NICE solutions are used by over
25,000 organizations in more than 150 countries, including over 80
of the Fortune 100 companies. http://www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Systems. All other marks are
trademarks of their respective owners. For a full list of NICE
Systems' marks, please see:
http://www.nice.com/nice-trademarks.
Forward-Looking
Statements
This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Messer Einhorn, are based on the current
expectations of the management of NICE-Systems Ltd. (the Company)
only, and are subject to a number of risks and uncertainties that
could cause the actual results or performance of the Company to
differ materially from those described herein, including but not
limited to the impact of the global economic environment on the
Company's customer base (particularly financial services firms) and
the resulting uncertainties; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; pressure on pricing resulting from
competition; and inability to maintain certain marketing and
distribution arrangements. For a more detailed description of the
risk factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company's Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
Corporate Media Contact
Erik Snider, +1-877-245-7448,
erik.snider@nice.com
Investors
Marty Cohen,
+1-212-574-3635, ir@nice.com, ET
Anat Earon-Heilborn +972-9-775-3798,
ir@nice.com, CET
SOURCE Nice Systems Ltd.