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News : Cincinnati Call Center Startup Acquired by Public Company

#contactcenterworld

Cincinnati, OH, USA, Oct 16, 2017 -- A Cincinnati startup that helps call centers match staffing supply with demand was acquired by a publicly traded New Jersey tech company.

WorkFlex was acquired Oct. 11 by Hoboken, N.J.-based Nice (Nasdaq: NICE). Terms of the acquisition were not disclosed.

WorkFlex is an automated suite that can adjust call center schedules as needed to match supply with demand in near real time to make sure staffing levels are optimized throughout the day. 

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WorkFlex raised funds in a Series A round and in a Series B, both led by CincyTech.

"Nice's acquisition of WorkFlex validates the team's vision for the future of the workplace and how employers and employees can benefit from technology," CincyTech president Mike Venerable said in an email. "Nice was an important partner in the company's progress over the last few years. This is a logical and positive outcome for all stakeholders."

Nice plans to integrate WorkFlex's technology with its Adaptive WFO platform. The company said that will allow employers to address the issue of employee engagement typical of the millennial employee. It provides a real-time analysis of understaffing and overstaffing that gives agents an Uber-like approach to working flexible hours.

"Our main goal is to allow our customers to not only provide the best possible service for their end customers but to also create a positive employee experience," Nice Enterprise Product Group president Miki Migdal said in a news release. "We realized that the traditional workforce management approach was no longer sufficient to achieve this."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.bizjournals.com


Today's Tip of the Day - Getting The Marketing Message Right

Read today's tip or listen to it on podcast.

Published: Wednesday, October 18, 2017

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2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
 

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