NICE’s comprehensive WFO platform is highly
ranked by customers from 14 companies evaluated
NICE (Nasdaq: NICE) today announced that it has been
recognized by Metrigy as a MetriStar Top Provider in the Workforce
Optimization Platform category. Based on a ranking of customer
sentiment scores and proven business success, the Metrigy report
assesses the overall value realized from various workforce
optimization solutions. NICE customers reported measurable
improvements in revenue, agent efficiency, cost reduction and
customer satisfaction, and ranked the NICE WFO platform notably
high for reliability, analytics and its positive impact on
corporate CX initiatives. For a complimentary copy of the report,
please click here.
Robin Gareiss, CEO & Principal Analyst, Metrigy,
noted, “CX leaders clearly see NICE as a reliable platform,
augmented with sophisticated analytics that help overall CX
initiatives. Its comprehensive workforce optimization suite helps
anticipate business demands, automate scheduling and optimize
workforces using a robust, AI-enabled analytics engine. Today, WFO
capabilities are key to a burgeoning area of focus among CX leaders
- agent experience. Happy agents equate to happy customers, so by
using technologies that improve agent experience and performance, a
whole chain reaction occurs. Agent turnover drops so operational
costs decrease. Coaching and longevity improve agent performance,
enabling them to better and more efficiently serve customers. That
results in better ratings and referrals, which in turn, drives more
revenue and new customers.”
Barry Cooper, President, NICE Workforce and Customer
Experience Group, said, “Ensuring that agents are empowered,
prepared and engaged is the key to addressing the emerging needs of
today’s digital consumers. The gold standard for WFO in today’s
digital age is its ability to empower agents, allowing them to
create personal and fluent experiences while ensuring businesses
have optimal staff at the right time with the right skills. As the
Metrigy research confirms, our customers appreciate the practical
impact of this approach on employees and the bottom line.”
NICE performed better than any other provider in this year’s
Metrigy rankings, receiving six MetriStar Top Provider awards. In
the Workforce Optimization Platform category, the Metrigy report
highlighted NICE’s comprehensive set of WFO applications, including
for performance and quality management, automated agent coaching,
interaction recording, analytics, scheduling and capacity planning.
These tools optimize operational efficiency and empower supervisors
to prevent small problems from becoming large ones.
According to the Metrigy report, business impact was evaluated
using data showing before-and-after changes in relevant metrics.
Customers reported revenue increases, cost savings, improvements in
customer experience ratings, and greater agent efficiency after
implementation of NICE WFO solutions. The report’s sentiment
rankings were based on open-ended qualitative commentary and
participant ratings, with customers particularly noting the NICE
WFO platform’s reliability, ability to assist with CX initiatives
and analytics capabilities.
The evaluations driving NICE’s recognition as a top vendor were
performed during Metrigy’s Customer Experience MetriCast 2022
study, which included surveys of 1,846 CX leaders from companies in
10 countries across three regions (North America, Europe,
Asia-Pacific). Participants provided feedback on both the
measurable business impact and their subjective assessment of the
WFO platforms they have been using, providing insights for ranking
the correlation between the WFO platforms and measurable business
success.
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/20220323005069/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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