Leading telecom multinational adopted NICE WFM,
Engage and Nexidia Analytics for improved customer service,
employee engagement and savings
NICE (Nasdaq:NICE) today announced that BT Group, a
leading United Kingdom-based multinational communications company,
has selected NICE’s solutions to transform its contact center
operations. Replacing its previous recording and workforce
management solutions, BT is implementing NICE WFM, NICE Engage, and
Nexidia Analytics across the Group over the next three years.
BT Group PLC, with operations in around 180 countries, supplies
telecom services to corporate and government customers worldwide.
The company also provides telephony, broadband and subscription
television services to around 10 million UK customers.
Seeking to transform its contact center operations, BT decided
to upgrade and centralize its platforms for improved customer
experience, optimized total cost of ownership, and ensured
regulatory compliance. To this end, BT undertook an extensive
selection process that resulted in standardizing on NICE for
multi-channel recording, speech and text analytics and workforce
management (WFM).
BT chose the NICE solutions for its contact center
revitalization due to NICE’s excellent service management and
quantifiable metrics, which indicated improved business
outcomes.
In addition, NICE WFM demonstrated the capacity to manage and
forecast the activities of thousands of BT contact center agents,
including the optimization of a multi-skilled workforce. The
solution also improves employee engagement and generates a
significant reduction in annual administrative costs.
The NICE Engage platform provides BT with the world’s leading
enterprise-grade multi-channel recording, archiving and streaming
solution. As another key element in its contact center
transformation, BT selected Nexidia Analytics to address the need
for in-depth insights into customer and agent behavior based on
speech and text interactions.
Libby Barr, Managing Director of Consumer Customer Care, BT
Group: “After extensive research we concluded that the NICE
WFM, Engage and Analytics platforms were the best in the market,
with a proven track record of helping organizations such as
ourselves deliver better outcomes for our customers whilst also
allowing for simplified support processes. We look forward to
partnering with NICE as we embed their use into our contact
centers.”
Rachel Higham, Managing Director of IT, BT Group: “The
NICE Workforce Management technology deployed across all BT
customer service organizations is a fundamental requirement in
order to support a multi-brand, multi segment business. We chose
the NICE hosted solution to reduce deployment timescales. NICE’s
integrated platforms permit increased operational flexibility and
will contribute to a faster return on our investments in contact
center infrastructure.”
John O’Hara, president of NICE EMEA: “With the roll-out
of the three complementary NICE solutions at BT – focused on
employees, channels and customers – they are reinventing customer
service and significantly improving employee engagement with new
features and functionalities. BT’s contact center evolution
reflects NICE’s position as a driver of actionable insights and
efficiency across customer-centric operations in the
telecommunications industry, with solutions that both reward and
create successful employees.”
About BTBT’s purpose is to use the power of
communications to make a better world. It is one of the world’s
leading providers of communications services and solutions, serving
customers in 180 countries. Its principal activities include the
provision of networked IT services globally; local, national and
international telecommunications services to its customers for use
at home, at work and on the move; broadband, TV and internet
products and services; and converged fixed-mobile products and
services. BT consists of six customer-facing lines of business:
Consumer, EE, Business and Public Sector, Global Services,
Wholesale and Ventures, and Openreach. For the year ended 31 March
2017, BT Group’s reported revenue was £24,062m with reported profit
before taxation of £2,354m. British Telecommunications plc (BT) is
a wholly-owned subsidiary of BT Group plc and encompasses virtually
all businesses and assets of the BT Group. BT Group plc is listed
on stock exchanges in London and New York. For more information,
visit www.btplc.com
About NICENICE (Nasdaq:NICE) is the worldwide leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 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 Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis 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. O’Hara, are based on
the current beliefs, expectations and assumptions of the management
of NICE 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.
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version on businesswire.com: http://www.businesswire.com/news/home/20170907005756/en/
NICECorporate Media ContactIlana Hart,
+972-9-775-3818ilana.hart@nice.comorInvestorsMarty Cohen, +1
551 256 5354, ETir@nice.comorYisca Erez +972 9 775 3798,
CETir@nice.com
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