NICE Revolutionizes Workforce Management Allowing Organizations to Easily Transform to Adaptive Workforce Engagement
11 Octobre 2017 - 3:06PM
Business Wire
With the acquisition of Workflex, NICE allows
organizations to double the impact of any workforce management
solution on workforce efficiency, engagement and retention
NICE (Nasdaq:NICE) today announced a breakthrough in
Workforce Engagement Management with the acquisition of Workflex–
introducing Adaptive Workforce Engagement. WorkFlex is a market
leader in workforce engagement and is at the forefront of providing
patented intelligent automation technology to maximize scheduling
flexibility, optimize intraday performance, and reduce
administrative overhead. The Workflex award-winning technology
integrated with NICE’s market leading Adaptive WFO provides the
industry’s only cloud Workforce Engagement solution that creates a
win-win situation for both employees and the organization. It
addresses for the first time two of the most burning challenges
facing customer service organizations – creating high workforce
engagement and lowering attrition, and responding in real-time to
changing customer needs.
Adaptive Workforce Engagement provides a completely new way of
interacting with and managing the workforce. Organizations today
struggle to motivate their workforce while providing superior
customer service. Even with the best tools at their disposal, it is
impossible to manage unexpected events – both on the customer
demand side and on the employee side. Today, the only way to deal
with these occurrences is through expensive over-staffing and by
creating rigid employee schedules, which leads to increased
employee frustration and high attrition rates, as well as inflated
operational costs.
Adaptive Workforce Engagement can work with any cloud or
on-premises workforce management solution and immediately double
its impact both by increasing operational efficiency and by
creating superior employee engagement. Adaptive Workforce
Engagement, which is fully integrated with the NICE Adaptive WFO
platform, addresses these issues by empowering employees to take
control of their schedules and their careers, all at the touch of a
button on their mobile devices. The solution also allows customer
service organizations to enhance the customer experience by
responding in real-time to changes in customer demand. This unique
solution is the industry’s first to address the issues of employee
engagement typical of the millennial employee.
NICE Adaptive Workforce Engagement is available
in the cloud and integrates seamlessly with any existing on premise
or cloud workforce management software. The solution offers:
- Self-management of schedules through an
intuitive mobile application anytime, anywhere and on-the-go,
allowing employees to perform even the most sophisticated
transactions like shift bidding and shift swaps, setting
preferences, reporting absences, and receiving immediate
confirmation;
- Accurate forecasting and scheduling in
real time powered by AI and ML algorithms providing analytic based
real-time intraday optimization;
- Real-time analysis of understaffing and
overstaffing combined with mobility and dynamic scheduling to
facilitate an “UBER” approach that allows agents to work flexible
hours and still be fully aligned with the company’s operational
goals and KPIs;
- Advanced gamification and rewards,
which incentivize agents to resolve understaffing, overstaffing and
schedule conflicts;
- Immediate ROI for the contact center
operation by automating decisions and removing administrative
overhead;
- A cloud based solution that can easily
integrate with any workforce management solution.
Miki Migdal, president of the NICE Enterprise Product
Group:“We are excited to provide our customers with a
revolutionary way to motivate their customer service workforce. Our
main goal is to allow our customers to not only provide the best
possible service for their end customers, but to also create a
positive employee experience. We realized that the traditional
workforce management approach was no longer sufficient to achieve
this. I am confident that with our Adaptive Workforce Engagement
solution our customers will exceed their operational goals while
providing a dynamic, engaging experience for their employees.”
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. Migdal, 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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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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