NICE Drives Accelerated CX Transformation for Globe Telecom
19 Octobre 2021 - 12:30PM
Business Wire
NICE helps shape CX strategy, delivers nearly
$1.8 million in annual benefits through efficient management of
Globe’s WFM Operational Center across voice and digital lines of
business with Value Realization Services
NICE (Nasdaq: NICE) today announced that it powered the
efficient governance and accelerated CX transformation of Globe
Telecom’s Workforce Management (WFM) Operational Command Center
covering their voice and digital lines of business, all of which
was enabled by NICE’s Value Realization Services (VRS) team. Globe
Telecom, a leading provider of telecommunications, initially
entrusted NICE VRS’ Managed Services with the management of WFM for
its voice business. Following the project’s success and with the
outbreak of the pandemic, NICE was given expanded ownership of
Globe’s digital operations and is driving an agile, seamless and
effective transformation that supports business continuity and
enhances digital fluency. Among other benefits, NICE VRS helped
boost 34% service level improvements, nearly $1.8 million in annual
benefits for the voice business, operational efficiency and
improved experiences for Globe’s customers and business
partners.
Rebecca Eclipse, Globe’s Chief Customer Experience
Officer, commented, “Globe is dedicated to providing
exceptional service to its customers and NICE helped us achieve
these goals. NICE improved visibility in our workforce data
processes, driving a 73% increase in line adherence and a 34%
service level improvement. When the global pandemic hit early in
our engagement, it accelerated our thinking around our digital
goals and NICE became the obvious partner for our digital
transformation. With their acumen, we’ve achieved nearly $1.8
million in annual benefit for voice and are targeting $800,000 in
annual savings for digital. These are impressive results benefiting
us, and our customers and business partners.”
Within weeks of NICE taking over governance of Globe’s voice
operations, the line of business began regularly exceeding service
levels that lived up to Globe’s high standards. Results include
reduced call abandons, faster resolution, speedy customer service
and better customer experiences. Efficiency and productivity gains
also transformed Globe’s relationships with its outsourced partners
as NICE VRS delivered improved call distribution and enhanced
reporting. Globe is committed to helping customers thrive in “the
new normal” and, as such, turned to NICE for transitioning its call
centers to support the increased volume coming in through digital
channels such as social media, email, and digital self-service.
“Our successful collaboration with Globe Telecom at an
especially challenging time reflects a deep commitment to our
customers and the excellence of our people and processes,” said
Darren Rushworth, President of NICE Asia Pacific.
“Our VRS Managed Services deliver the right combination of
high-level strategic advisory and application expertise and can
best apply NICE solutions to achieve our customers’ goals. We are
proud of our role in helping Globe enhance digital fluency and take
the relationships with their customers and partners to new
heights.”
By focusing on people, processes and technology, NICE VRS
achieves positive financial impact, excellent customer experiences,
agent satisfaction, and lasting success. Click here to learn more
about NICE’s Value Realization Services and Managed Services
offerings.
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
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. Rushworth, 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,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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/20211019005543/en/
Corporate Media Christopher Irwin-Dudek, +1 201 561 4442,
ET chris.irwin-dudek@nice.com Investors Marty Cohen, +1 551
256 5354, ET ir@nice.com Omri Arens, +972 3 763 0127, CET
ir@nice.com, CET
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