NICE Wins 2022 Best Practices Award for WFM Product Leadership in the Indian Market
17 Mai 2022 - 2:00PM
Business Wire
Frost & Sullivan recognizes NICE’s
Workforce Management suite, praising the company’s innovation and
customer-focused growth strategy
NICE (Nasdaq: NICE) today announced that it has
received Frost & Sullivan’s 2022 Product Leadership Award for
its strong overall performance in the Indian workforce management
software industry. The award, one of Frost & Sullivan’s Best
Practices Awards, recognizes the company delivering a product or
solution of the highest quality, reliability and performance in its
sector.
Frost & Sullivan evaluated NICE’s workforce management (WFM)
software solutions, which include automation, customer experience
and cloud services, for both product attributes and business
impact. Their analysts noted that the NICE WFM suite of solutions
combines cutting-edge artificial intelligence and cloud technology,
promoting greater automation and efficiency. NICE was specifically
praised for its innovation, flexibility, design, best-in-class
consulting services and customer-focused growth strategy.
According to Frost & Sullivan, NICE “has crafted a solution
where businesses continue meeting their service goals while helping
the agent population, which drives down [a] contact center’s
incredibly high attrition costs. NICE’s purpose-built solution
suite sets it apart from its competitors....” Regarding the Indian
market, the Product Leadership Award write-up noted a “growing
pressure on contact centers in India to bring down operational
costs” through effective workforce management solutions and praised
NICE for maintaining “its Indian presence while meeting
customer-specific needs.” Frost & Sullivan also noted that,
“the company is well-positioned in the market, with an
industry-leading product that provides tremendous value in
high-demand sectors.”
“In 2021, Frost & Sullivan recognized NICE for its
positioning, design, reliability, and quality, and remains
impressed with the company’s continuing innovation and sustained
leadership,” said Kristin Portela, Best Practices Research
Analyst, Frost & Sullivan. “NICE is at the forefront of
incorporating cutting-edge artificial intelligence (AI)
capabilities into its solutions, enabling its customers to automate
their scheduling processes, which helps increase contact center
agent productivity. Moreover, NICE’s consultants have years of
experience running contact centers and providing accurate guidance
on how to leverage technology to help drive the customers’ business
goals. Having the right technology with the right consulting team
at a competitive price successfully retains and attracts new
customers.”
The company’s product leadership in WFM is exemplified by the
transformation of Firstsource Solutions Ltd., a global business
process solutions provider based in India and NICE customer of ten
years. Firstsource recently transitioned its workforce management
operations to the cloud with NICE’s WFM suite, as part of its
“Digital First, Digital Now” strategy. The shift to NICE’s
cloud-hosted environment creates a long-term workforce management
strategy for Firstsource, reducing costs, increasing efficiency and
improving services as the company accelerates its digital
transformation journey.
“Our WFM suite was designed to provide a high degree of accuracy
for the business and agility for the agent. Accuracy to ensure the
right number of agents are scheduled to provide exceptional service
to customers and agility for maximum agent work/life balance,” said
Darren Rushworth, President, NICE International. “We are
pleased to be recognized by Frost & Sullivan as the leader in
providing WFM solutions that meet the needs of the Indian market,
and we see a great opportunity for growth in that region as more
and more organizations seek the dynamic and responsive cloud
environment for its WFM activities.”
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/20220517005226/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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