NICE Workforce Management Transforms Operations for Alteram Solutions
07 Mars 2023 - 2:00PM
Business Wire
Alteram transitions from manual processes with
NICE WFM to improve agent scheduling and call volume
forecasting
NICE (Nasdaq: NICE) today announced that Alteram
Solutions, a BPO information and communication technology services
provider in South Africa, has found great success utilizing NICE’s
Workforce Management solutions with expert guidance to improve
agent capacity, forecasting, and scheduling. By having the
capability to better prepare agents and with accurate staffing,
Alteram was able to greatly improve operations and prepare for
future growth.
Alteram previously relied on a heavily manual process for agent
scheduling and call volume forecasting that was time-consuming,
imprecise, and not scalable. Alteram reported that this led to low
occupancy of staff during peak times and a high abandonment rate
from customers.
Alteram leveraged NICE’s unique Value Realization Services (VRS)
to take global best practices and benchmarks in their
implementation of NICE WFM and as a result has seen tremendous
improvements. Alteram reported that abandonment rates have
decreased by 84%, occupancy has improved by 82%, and boasts a 74%
increase in forecast accuracy. These successes have Alteram
planning to expand its WFM suite to further improve business
operations, employee satisfaction and productivity, and the overall
customer experience.
Musa Motautona, Head of Workforce Management, Alteram,
said, “When we started this project, I believed we didn’t have time
for change management, ‘soft and fluffy,’ I called it. But VRS’
continuous reinforcement and focus on user enablement eliminated
the resistance to change we’ve experienced before and sped
adoption. It was a secret ingredient to our deployment success and
became a point of pride and celebration for us.”
Darren Rushworth, President, NICE International, said,
“The successes shown at Alteram highlight the benefits of AI and
forecast management. Data provided the blueprint of where
adjustments needed to be made, and WFM delivered. We are pleased to
continue to support Alteram as they continue to grow and streamline
their BPO practice.”
About Alteram Solutions Alteram Solutions is a dynamic
black-owned and managed ICT (Information and Communication
Technology) services and solutions provider. They provide customers
with custom-designed and integrated technology services and also
operate as a BPO. Alteram offers businesses the ability to improve
customer service and align business processes through back-end
system integration, contact center management, and other customer
service initiatives. www.alteram.co.za
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 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/20230307005132/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
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