Long Term Care Partners Chooses NICE Cloud-Based Workforce Management & Substantially Reduces Workforce Expenses during Peak ...
29 Mars 2016 - 1:00PM
Business Wire
Insurance benefits administrative company turns
annual $900K extra cost into significant savings and improves
contact center oversight with NICE WFM
NICE Systems (NASDAQ: NICE) announced that Long Term
Care Partners (LTCP) has achieved substantial cost savings and
improved its operational practices with NICE cloud-based Workforce
Management (WFM).
LTCP performs a range of administrative services for two major
federal benefit contracts regulated by the U.S. Office of Personnel
Management. With eight contact centers nationwide, LTCP had been
incurring hundreds of thousands of dollars in additional costs
during open benefit enrollment periods, when their agent pool
typically grows seven-fold.
By implementing NICE WFM in the cloud, LTCP not only averted
this huge outlay but also reduced its workforce costs by
approximately $900,000 during the 2015 seasonal period compared to
the previous year. These savings included paying for all
implementation costs and resources, including year one
licenses.
WFM deployment in the cloud was a priority for LTCP, so that it
would have the flexibility to work with its widely varied staffing
model and connect with its NICE cloud-based Cross-Channel
Interaction Recording solution. With NICE WFM the company is now
able to optimize agent schedules at the interval level to ensure
service level objectives are met while maximizing agent utilization
for offline tasks and research work. Electronic delivery of
schedules has made LTCP's workforce more agile and flexible.
LTCP has seen an increase in adherence rates of six percentage
points by using NICE Real-Time Agent Adherence to monitor how
closely its call centers are executing the plan.
Detailed, real-time insights provided by NICE WFM has also
enabled LTCP to diversify its call center vendors. Previously, for
simplicity's sake, LTCP relied on a single vendor with multiple
sites. Now that the company can confidently manage a complex
workforce with in-house insights, it has engaged a second
provider.
Lisa Landry, senior WFM analyst, LTC Partners
“We weighed viability, vision, integration, features and
functionality, and NICE WFM was the right solution for us. Because
NICE helped us improve our operational practices, these savings are
not just a one-year benefit. They will continue forward.”
Tom Dziersk, President, NICE Americas:
“We are pleased that LTC Partners is leveraging the advanced
capabilities and flexibility of our WFM solution in the cloud to
enhance customer service by markedly improving the performance and
control of their contact centers, while at the same time
significantly cutting costs.”
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. 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: www.nice.com/nice-trademarks.
Forward-Looking Statements Pertaining to NICE Systems
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. Dziersk, 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.
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NICE SystemsCorporate Media ContactErik Snider, +1
877-245-7448erik.snider@nice.comorInvestorsMarty Cohen, +1
212-574-3635 (ET)ir@nice.comorYisca Erez, +972-9-775-3798
(CET)ir@nice.com
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