Total Administrative Services Corp. Leverages NICE Cloud Portfolio to Improve Customer Experience & Expand Employee Engagement
10 Avril 2019 - 12:30PM
Business Wire
NICE Nexidia, Quality Central, and Workforce
Management combine to create centralized system in the cloud
NICE (Nasdaq: NICE) today announced Total Administrative
Services Corporation (TASC), one of the largest third-party
employee healthcare administrators in the United States, has
selected NICE Nexidia Analytics, Quality Central (QC), and
Workforce Management (WFM) to create a single, centralized system
in the cloud to improve customer experience and expand employee
engagement.
“By leveraging NICE’s wide portfolio of solutions, TASC is
empowering their customers and agents through our cutting-edge
technology,” Barry Cooper, President of the Enterprise Group for
NICE said. “With a focus on innovation, NICE allows companies
to solve problems seamlessly, effortlessly and securely. NICE
strives to work with our customers to personalize their experience
in order to align with their goals. TASC has seen a multitude of
benefits from QC, WFM, and Nexidia Analytics, including a reduction
of time and cost as well as greater employee satisfaction and
independence, all ultimately resulting in more satisfied
customers.”
“Our leadership group understood that all three NICE solutions
directly supported several of our strategic objectives including
operational efficiency, customer experience and growth,” Gary
Hartung, Manager of Operations Support Technology, TASC said.
“By going with the cloud-based solutions, TASC's internal IT and
business staff were able to focus on a multi-year strategic project
to develop and deploy TASC's new customer facing and internal
administration application called Universal Benefit Account
applications that further supports our strategic objectives. We
look forward to continuing to leverage NICE’s innovative solutions
to further elevate customer service and expand on TASC’s strategic
objectives.”
Through the use of NICE Nexidia, TASC has been able to engage
their employees by eliminating tedious manual tasks such as
post-call wrap up forms and other details that Nexidia Analytics
identifies automatically. This has led to a more efficient use of
time and resources while eliminating human error from the process.
TASC is using the solution’s call sentiment scoring, audio files,
and detailed metadata to save on expenses and to increase customer
retention by combating attrition more precisely and effectively.
TASC customers are benefitting from Nexidia Analytics through
reduced average handle times due to analysis and automation
capabilities provided to agents.
Adding NICE QC has helped TASC gain a clear line of sight into
agent performance. Quality assurance processes are streamlined,
improving evaluation timeliness and scoring. This capability has
helped identify best practices in handling specific call types and
leveraged the information for coaching to help encourage better
performances. The Quality Center Portal has been a useful tool for
agents, allowing easy access to their own call recordings and
evaluations to further their knowledge and growth.
NICE WFM is streamlining scheduling, schedule changes, and
time-off management for agents and supervisors. This improves an
agent’s happiness by rapidly increasing turnaround time all while
simplifying supervisors lives through auto approval and easier
access to agent requests. The process of moving from a manual
system to an automated one has increased occupancy and shrinkage
calculations, which in turn has increased forecasting and reporting
accuracy.
Additionally, on April 16 and 17 at Interactions 2019, TASC’s
Operations Support Technology team will present on “How WFM Cloud
Supported TASC Strategic Objectives” and “Quality Program
Transformation: Analytics Driven Automation.” Additionally, they
will also participate on a panel called “Analytics for Process
Improvement.”
About NICE
NICE (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 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. 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20190410005342/en/
Corporate Media ContactChristopher Irwin-Dudek,
201-561-4442, chris.irwin-dudek@nice.comInvestorsMarty
Cohen, +1 551 256 5354, ET, ir@nice.comYisca Erez +972 9 775 3798,
CET, ir@nice.com
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