Global provider of business process services
moves from on-premise workforce management solution to NICE’s
cloud-based technology to reduce costs, increase efficiency and
improve services
NICE (Nasdaq: NICE) today announced that Firstsource
Solutions Ltd. (Firstsource), a global business process solutions
provider and an RP-Sanjiv Goenka Group company, is transitioning
its workforce management operations to the cloud with NICE’s
Workforce Management (WFM) suite, as part of its “Digital First,
Digital Now” strategy. The company’s move to NICE’s WFM cloud
environment enables dynamic real-time performance tracking
capabilities, including supporting adherence to service level
expectations and regulations across the various sectors Firstsource
serves.
Saurabh Sharma, Head, Workforce Management, Firstsource,
said, “With its sophisticated machine learning capabilities, NICE
WFM will help us rapidly onboard clients, expand our services, and
ensure alignment across our omnichannel front end and intelligent
back-office operations, in turn reducing costs for our clients.
It’s a perfect fit for our strategy of providing transformational
tech-based digital solutions to our clients.”
Barry Cooper, President, Workforce and Customer Experience,
NICE, said, “NICE is pleased to be a part of Firstsource’s move
to the more dynamic and responsive cloud environment for its
workforce management activities. NICE WFM is a cutting-edge
solution that’s especially valuable for the IT industry, as it
streamlines onboarding of new clients and processes, provides
effective AI-based assessments of demand for transaction-per-minute
or outcome-based pricing models, and uses intelligent scheduling
for optimal occupancy in hourly, FTE or global agent payment
scenarios. The result is an impact on contact center efficiency and
effectiveness that can be measured in improved agent productivity
and performance, reduced operating costs, increased customer
retention, and higher revenue.”
Firstsource, a NICE customer for ten years, helps more than 150
global businesses -- across banking and financial services,
healthcare, communications, media and technology and diversified
industries – accelerate their digital transformation journey. The
company has a global workforce of more than 28,000 people in the
United States, the United Kingdom, India and the Philippines. The
shift to NICE’s cloud-hosted environment creates a long-term
workforce management strategy for Firstsource, which is supported
by seasonal license flexibility and regular technology
upgrades.
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.
About Firstsource Firstsource Solutions Limited, an
RP-Sanjiv Goenka Group company, is a leading provider of
transformational solutions and services spanning the customer
lifecycle – across Healthcare, Banking and Financial Services,
Communications, Media and Technology, and other industries. Our
‘Digital First, Digital Now’ approach helps organizations reinvent
operations and reimagine business models, enabling them to deliver
moments that matter and build competitive advantage. With an
established presence in the US, the UK, India, and the Philippines,
we act as a trusted growth partner for over 100 leading global
brands, including several Fortune 500 and FTSE 100 companies. For
more information, visit www.firstsource.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 of 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,”
“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/20211027005454/en/
Corporate Media Contact 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
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