NICE Unveils Enhanced Strategic Planner, Unleashing the Power of AI Based Long-Term Planning
25 Février 2019 - 12:30PM
Business Wire
Cloud-based solution creates a new paradigm in
Workforce Management and employee engagement, allowing contact
centers to make smarter decisions that inspire long term
success
NICE (Nasdaq: NICE) today introduced NICE Enhanced
Strategic Planner (ESP), a cutting-edge offering designed to
empower contact centers in making intelligent, accurate long-term
workforce planning decisions that drive success. Powered by
Artificial Intelligence (AI) and based in the cloud, NICE ESP is
easy to use and delivers the comprehensive insights and tools
contact centers need to precisely plan and predict capacity needs
based on their organization's unique requirements. This advanced
solution is an integral part of NICE’s Workforce Management version
7.2 that includes enhancements enabling next generation planning,
support for tens of thousands of rules and expanded cloud
capabilities.
With the growing number of channels and agent skillsets that
must be agile in today’s contact center, the impact of same day
decisions on long-term performance has never been higher. Yet
historically, strategic planning has been handled with complicated,
manual spreadsheets. Thus, the full return on investment (ROI) that
could be achieved with forward-looking planning has not been
realized, even though the payoff from these investments is
substantial. Research indicates companies that focus on the
long-term outperformed their industry peers in most financial
measures, with average revenue being 47 percent higher and earnings
growth being 36 percent higher.
NICE Enhanced Strategic Planner (ESP) helps contact centers
capitalize on the full potential of long-term strategic planning by
intelligently predicting how anticipated or potential staffing
scenarios will impact the ability to meet performance goals. This
results in accuracy improvements of 6-10% on average over
traditional means of forecasting long term requirements. The
AI-driven solution considers a range of variables pertaining to
their organization such as staff and channel needs as well as
business parameters to make precise, customized predictions. Based
in the cloud, the new solution remains current through continuous
feature delivery to ensure contact centers have constant access to
the latest features without costly and time-consuming delays.
Nancy Jamison, Principal Analyst, Customer Contact at Frost
& Sullivan, said, "Although the benefits of long term
planning have become clear, many contact centers still use manual
methods and are disappointed with the results. Contact center are
in dire need of an innovative planning solution that's easy to work
with and can help them accurately foresee and plan workforce
requirements and improve business results."
NICE ESP allows contact centers to control costs, develop better
hiring plans and improve customer service with these advanced
features:
- Dozens of advanced statistical models:
Using AI to generate forecasts that adapt to historical data, NICE
ESP enables accurate predictions that help solve future
challenges.
- “What-if” planning: NICE ESP empowers
contact center managers to react faster to business changes and
make the case for their specific hiring needs by predicting the
potential impact of scenarios on the contact center's unique
workforce and performance metrics, such as a business acquisition
or staffing changes.
- Multiple metric resolution: This
solution enables solving for multiple metrics besides just
full-time equivalents such as detailed shrinkage, service goals and
average handle time.
- Tight integration with NICE Workforce
Management: By integrating with NICE WFM, contact centers can
convert a long term forecast to the current forecast with a single
click, without having to reenter information using manual
processes.
- Available anywhere: With cloud
deployment, secure cloud connectivity and maintenance and
management by NICE, this solution ensures contact center data is
safely accessible anywhere on most devices and is always
updated.
In addition to Enhanced Strategic Planner, NICE Workforce
Management version 7.2 brings powerful enhancements that enable
next generation planning, expanded cloud capability, usability and
performance improvements, and enrichments to reduce pain points for
customers concerning adjacent product and ACD integrations. This
version also supports the Amazon Connect platform with both
historical and real time integration.
Barry Cooper, President, NICE Enterprise Group, said,
"With Enhanced Strategic Planner, NICE have brought yet another
innovative offering to market that sets contact centers up to win
and reiterates our leadership in this domain. This powerful, easy
to use solution helps contact centers to accurately predict future
resource needs by identifying the impact of a resource plan on key
metrics such as service levels, staffing levels and handle time. As
a result, contact centers can achieve metrics more reliably,
benefiting from the most optimal future resource plan. A true cloud
solution, NICE ESP is accessible anywhere and is always updated
with the latest features. We're proud to continue making our
innovative vision for WFM a reality via NICE ESP and WFM version
7.2."
About NICENICE (Nasdaq: NICE) is the world’s 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. Cooper, 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.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20190225005389/en/
Corporate MediaChristopher Irwin-Dudek, 201-561-4442,
chris.irwin-dudek@nice.com
InvestorsMarty Cohen, +1 551 256 5354, ir@nice.com,
ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juin 2024 à Juil 2024
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juil 2023 à Juil 2024