PARAMUS, New Jersey,
November 2, 2015 /PRNewswire/ --
NICE Systems (NASDAQ: NICE)
today announced that it is transforming its approach to Workforce
Optimization (WFO) by personalizing the organization-employee
relationship in order to drive engagement and improve performance
in the contact center.
Adaptive WFO creates a workforce planning, management and
engagement environment that adapts in real time to the agent
persona. These personas are generated based on advanced
multi-channel analytics data, such as CSAT scores, average handles
times (AHT), coaching results, first-contact resolution (FCR),
tenure, past work experience and education.
This enables organizations to pinpoint agent behaviors, such as
strengths and weaknesses, whether they perform better in the
morning or the evening, and what incentives really motivate them.
The persona is also determined by new data created by applying
predictive analytics to customer interactions to identify and
categorize all observed behaviors.
Companies can then match all of those factors with an
understanding of the cross-channel customer journey, allowing them
to establish dynamic, personalized processes, as well as an
empowering working environment, that ultimately leads to better
customer service.
This new approach to WFO will provide:
- Increased service levels through flexible persona-based
routing, scheduling and forecasting
- Tailored onboarding and coaching that adjusts the learning path
for each employee, automatically reducing manual processes
- Improved CSAT through tighter alignment between customer
experience and agent performance
- Personalized engagement plans to improve employee
retention
Miki Migdal, President of the NICE Enterprise Product
Group
"Service agents personify the brand of any company as they have
the greatest exposure to customers. This means that organizations
must invest in engaging and empowering these employees at least as
much as they invest in understanding their customers' journey. The
concept of Adaptive WFO focuses on personalizing all of the contact
center processes that affect employee performance, from recruiting
to scheduling and coaching, in order to drive greater improvements
throughout the operation and help companies drive perfect
experiences for their customers."
Adaptive WFO will be first discussed in a series of webinars
featuring leading industry analysts and NICE subject matter
experts.
- Nov. 3 - Donna Fluss, President of DMG Consulting LLC,
will present: "Transform the Enterprise by Adapting to Next-Gen WFO
Analytics"
- Dec. 1 - Guest speaker
Art Schoeller, Vice President and
Principal Analyst at Forrester Research will discuss: "The Agent
Journey Within the Contact Center"
About NICE Systems
NICE Systems (NASDAQ: NICE) is the worldwide leading provider of
enterprise software solutions that empower organizations to make
smarter decisions based on advanced analytics of structured and
unstructured data. NICE solutions help the world's largest
organizations deliver better customer service, ensure compliance,
combat fraud and safeguard citizens. Over 25,000 organizations in
more than 150 countries, including over 80 of the Fortune 100
companies, are using NICE solutions. 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 Mr. Migdal, are based on the current beliefs,
expectations and assumptions of the management of
NICE-Systems Ltd. (the Company). In some cases, such
forward-looking statements can be identified by terms such as
believe, expect, may, will, intend, project, plan, estimate
or similar words. Forward-looking statements 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) potentially
impacting our business and financial condition; competition;
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; an
inability to maintain certain marketing and distribution
arrangements; and the effect of newly enacted or modified laws,
regulation or standards on the Company and our products. 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
Yisca Erez +972-9-775-3798, ir@nice.com, CET
SOURCE NICE Systems