NICE Adds Powerful Innovations to Optimize Workforce Management and Improve Experiences for Digital Consumers
22 Novembre 2021 - 12:30PM
Business Wire
The NICE WFM suite empowers organizations to
simplify management of the workforce in the digital age, afford
flexibility and boost customer and employee engagement
The massive increase in digital channel adoption has added
significant complexity to workforce management forecasting and
scheduling. To help organizations address this development,
NICE (Nasdaq: NICE)
announced today that its workforce management solution now includes
extensive innovation that helps organizations optimize digital
channel management and improve customer and employee experiences.
In addition, version 7.4 of NICE Workforce Management (WFM) also
includes sophisticated new capabilities across the suite, including
NICE WFM Enhanced Strategic Planner, delivering advanced planning
flexibility, forecasting accuracy, scheduling efficiency, business
agility, and increased employee engagement.
While businesses have increasingly made digital channel
management a top priority, they must constantly adapt to shifts in
customers’ communication channel preferences while simultaneously
delivering excellent customer experiences and meeting service level
goals. According to the Aberdeen Strategy & Research report
entitled “Workforce Management for Digital-Savvy Contract Center
Leaders: Modernize WFM Activities to Maximize Digital
Transformation Success”, “improving agent productivity, optimizing
agent utilization rates and reducing costs are among the top
objectives driving WFM programs. Firms with digital-savvy WFM
programs achieve 3.6x greater year-over-year (YoY) growth in agent
productivity (15.0% vs. 4.2%) and 3.0x greater YoY increase in
agent utilization rates.”
NICE Workforce Management (WFM) version 7.4 includes
sophisticated capabilities across the suite to help organizations
comprehensively address their digital channel staffing needs.
Businesses can take control of choosing service goals by channel,
priority selection or threshold discernment to absorb
interrupt-ability. New scheduling engine enhancements provide the
added flexibility digital channels need for differentiation, the
fine-tuning of unique customization per channel, and custom
schedule generation.
NICE WFM Enhanced Strategic Planner now supports agent digital
concurrency modeling and provides appropriate agent coverage per
delegated service goal. In addition, NICE Employee Engagement
Manager (EEM) version 8.7 enhancements put employees and
supervisors at the center with the Adaptive Breaks and Lunches
feature, bringing additional automation and intelligence to the
intraday management process. This automation allows agents and
supervisors to focus on serving their customers rather than
balancing adherence to schedules and CSAT.
“The ways in which customers engage with organizations has
shifted dramatically with customers expecting businesses to meet
them at their digital doorstep,” commented Barry Cooper,
President, NICE Workforce and Customer Experience Group, “NICE
is excited to be the first to offer integrated forecasting and
scheduling capabilities that redefine core WFM processes, drive
agile adaption of shifting customer preferences while optimizing
digital channel management to meet service goals and deliver best
in class CSAT.”
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. 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/20211122006055/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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